Vandana Satwik

Background

About Vandana Satwik

Handling customer queries on live chat and providing the right information • Addressing their needs, complaints, or other issues with products or services • Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued. • Engaging in active listening with customers, confirming or clarifying information, and diffusing angry customers as needed • Handling a team of 20-plus associates and making sure to have a good CSAT score • Training new joining on the current ongoing process • Responsible for managing leaves of associates • Making sure in having team calls to set the right expectations for associates • Preparing daily/weekly/month-end reports on the stats of team performance and handing them over to senior management • Conducting team bonding activities and making sure every associate participates • Should provide update sessions (recent updates on product and process) on a regular basis • Responsible for quality checking of chats and providing feedback to the associates. Also, should provide feedback on regular basis to improve the CSAT score