Hiring for: Swiggy Chat Blended Process

Customer Support Blended (Chat & Outbound)

Company name : Swiggy Chat Blended Process

Posted on: 31st May 2021

Description

Chat Blended process – Work from Home
• Nature of a job: Work from Home - Customer Support via Chats
• Working Days / Working Hours: 26 days a month 5 hrs. a day
• Week Off –Mandatory working on Friday, Saturday & Sunday, OFF will be given during weekdays, should be flexible to work on week OFF if required by business
• Fixed shift Timing – 7 PM -12 AM (should be able to login on demand between 9AM – 7PM for additional OT support)
• Mandatory 5 hours of login time including productive Chat handling time and idle time and at least 26 working days in the month.

Job Description:
• Resolving chats raised by the customers through their app which requires a coordination between the pick up and delivery executives and stores
• Resolve ticket for the following reasons – order status, cancellation, delivery instruction, location issue
• Provide inbound chat support in the customer service activity by answering customers and making outcall to PDPs or stores related to their order
• Establish relationship and trust with customer / PDPs / stores by ensuring qualitative service
• Know the products inside and out so that you can answer queries and resolve complaints
• Process orders, forms, applications, and requests
• Keep records of customer interactions, transactions, comments and complaints
• Maintain positive, empathetic and a professional attitude towards customers at all times
• Ensure customer satisfaction and provide professional customer support on Chats

Selection Criteria and Eligibility:
• Education – Graduate / Undergraduate in any stream (12th Standard Pass is a must)
• English proficiency is must both written & verbal, (Added benefit Hindi speaking)
• Good typing skill of about 20 words per minute with 90% accuracy
• Ability to handle multiple tasks simultaneously with appropriate priority while performing customer service
• Professional mail drafting skills are added advantage
• Must have a laptop or a computer with camera (good working condition)
• Android mobile phone (preferably a latest version)
• Genuine Windows 10 home addition and above is mandatory
• Minimum 4GB RAM
• Minimum 200 – 500 GB hard drive
• High speed internet connectivity (preferably Broadband/Wifi)
• A silent room to work
• Fresher or experienced, any field welcome, should be 18+

Selection Process:
• 2 rounds of telephonic interviews (Within 2to3 days)
• Assessment (2 type of tests) – Grammar and Language proficiency, Versant Test.
• Post Selection, all candidates must submit their documents for onboarding purpose

Training Period details:

• 2 Days Soft Skill Training
• 5 Days Product & Process Training
• 6 Days OJT (On the Job Training)
• 1 Day Certification

Payout Details:
• Fixed Payout: Rs 6600/- (for 93 hrs. Login per month @Rs 71 per/hrs.)
• Variable Payout: Incentive for meeting Business targets
o Csat – 75% Payout Rs 500 Per month
o FTR – 92% Payout Rs 500 Per month
o Quality – 90% Payout Rs 500 Per month

• Stipend: Rs 3000/-
Note: Training Stipend will be paid for attending the training, OJT and certification process, subject to certification clearance. Stipend will be paid after the completion of 30 working days in production with the following month’s salary

Document Required:
• Education certificate
• Address proof & Identification Proof ( Aadhaar Card & Pan Mandatory documents to be submitted )
• If experienced then we need experience letter / Reliving letter