Chat Customer Service Specialist

Role Overview

As a Chat Customer Service Specialist, you will engage with clients through digital messaging platforms, addressing their inquiries and providing thorough resolutions to their complaints. You'll assist customers in using our products and services efficiently while resolving any technical issues they encounter. Your role requires professionalism and courtesy in every interaction while documenting conversations and outcomes meticulously.

Key Responsibilities

• Interact with customers via chat to answer questions, offer guidance, and resolve concerns comprehensively.
• Troubleshoot issues and escalate complex cases to higher support levels when needed.
• Uphold professionalism and exceptional customer service etiquette consistently.
• Keep detailed records of customer interactions, including query types, solutions, and follow-up actions.
• Achieve or surpass performance goals such as response times, customer satisfaction metrics, availability, quality, and chat volume targets.
• Effectively manage high-pressure situations with dissatisfied customers by de-escalating conflicts and securing positive customer experience scores.
• Possess fundamental knowledge of banking products, specifically credit cards and retail banking services.
• Stay current with product details and company policies to provide accurate information.
• Collaborate closely with teammates and other departments to deliver consistent support.
• Handle multiple customer chats simultaneously, maintaining service quality for 4-5 customers at once.
• Utilize customer experience metrics like FCR, Rep-SAT, NPS, and CSAT to balance satisfaction with operational efficiency.
• Identify risk areas and develop solutions aligned with customer requirements.
• Ensure strict information security for sensitive data throughout all interactions.
• Contribute to unit productivity plans and undertake additional projects as assigned by leadership.
• Maintain professional demeanor and perform account-level system maintenance while resolving customer issues.
• Demonstrate strong analytical and problem-solving capabilities.
• Work exclusively night or graveyard shifts with rotational weekdays off; shift rotations occur every four months without any day shifts.

Candidate Profile and Qualifications

• 3 to 5 years of customer service experience, specifically supporting real-time customers in international environments (US & UK markets).
• Excellent written communication skills with a service-oriented attitude and typing speed of at least 30 words per minute at 90% accuracy.
• Strong command of grammar, spelling, and punctuation in both written and verbal communication.
• Proven problem-solving aptitude and a keen attention to detail.
• Self-motivated with an eagerness to learn, disciplined work ethic, and ability to take initiative.
• Experience working under high-pressure conditions with irate customers and handling effective de-escalation.
• Preference for candidates with analytic skills, influencing abilities, and capacity to work in fast-paced environments focusing on quality and timeliness.
• Goal-oriented, highly motivated, self-driven, and result-focused demeanor.

Work Schedule and Conditions

• Night/graveyard shifts only, operating on a 5-day workweek with weekdays off.
• Mandatory shift rotation every 4 months within night shifts/graveyard schedule.

Additional Information

This role belongs to the Operations Support family within Core Operations. The company is committed to equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable accommodations are available for applicants with disabilities.