Esolution Global Services

Bangar Nagar, Yavatmal

Job Description:Position Overview:As a Non-Voice Process Specialist, you will be responsible for managing customer inquiries, requests, and concerns through social media chats and emails. Additionally, you will play a crucial role in lead generation through these channels, contributing to the growth and success of our organization.Key Responsibilities:Social Media Engagement:Monitor and respond to customer queries and comments on various social media platforms in a timely and professional manner.Engage with customers through chat, providing accurate information and assistance.Email Correspondence:Respond to customer emails, addressing their inquiries and resolving issues while maintaining a high level of written communication quality.Ensure all email responses are accurate, clear, and aligned with company policies and procedures.Lead Generation:Identify potential leads and prospects through social media interactions and email communications.Qualify leads based on specific criteria and forward them to the sales or marketing teams for follow-up.Problem Resolution:Investigate and resolve customer issues, escalating complex cases to higher levels of support as necessary.Keep detailed records of customer interactions and issues, maintaining a comprehensive knowledge base.Quality Assurance:Ensure that responses adhere to company guidelines and standards for quality, accuracy, and customer satisfaction.Continuously improve response templates and resources for efficiency and effectiveness.Team Collaboration:Collaborate with cross-functional teams to provide comprehensive support to customers.Share customer feedback and insights with relevant departments for continuous improvement.Qualifications:Excellent written communication skills in English (proficiency in other languages is a plus).Strong problem-solving and critical-thinking abilities.Customer-centric approach with a focus on delivering exceptional service.Ability to work effectively