Senior Representative, Customer Service

Job Description:

Role Title: Senior Representative, Customer Service (L05)

Company Overview:
Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #3 among India’s Best Companies to Work for by Great Place to Work. We were among the Top 50 India’s Best Workplaces in Building a Culture of Innovation by All by GPTW and Top 25 among Best Workplaces in BFSI by GPTW. We have also been recognized by AmbitionBox Employee Choice Awards among the Top 20 Mid-Sized Companies, ranked #3 among Top Rated Companies for Women, and Top-Rated Financial Services Companies.  
• We offer Flexibility and Choice for all employees and provide best-in-class employee benefits and programs that cater to work-life integration and overall well-being.  
• We provide career advancement and upskilling opportunities, focusing on Advancing Diverse Talent to take up leadership roles.  

Organizational Overview:
The eChat Customer Service Team is dedicated to providing exceptional support to our customers by ensuring seamless communication, quick issue resolution, and a positive experience for our customer across all financial products we offer at Synchrony. Our team operates as the first point of contact for inquiries, requests, technical assistance, and feedback, aiming to exceed customer expectations with professionalism and empathy. At eChat, we believe that excellent customer service is the cornerstone of building trust and fostering loyalty among our credit card customers. Our team is here to ensure every interaction leaves a positive impression.

Role Summary/Purpose:

As a Senior Representative, Customer Service, you will answer chats
Respond to general customer inquiries, concerns and complaints. Arrange for services requested by the customer.
Project a professional Company image through eChat interactions.

Key Responsibilities:
Customer Focus
Service chats from Customers based out of US
Solve queries and concerns on chats
Arrange for Services required by the Customers
Provide Customer with Product and Services information
Follow up on Customers inquiries and resolve
Recognize, document and alert the Supervisor of trends in Customers chats
Recommend Process Improvements

Required Skills/Knowledge:
Freshers / Experienced External Candidates can be considered
Internal Synchrony guidelines of 12 months in SYF and 12 months in current role will apply for internal candidates.
Should have Customer Centric Attitude.
Excellent English Language Communication Skills.
Working Knowledge of Computers.
Professional chat etiquette and ability to work with teams.
Should be willing to work in rotational shifts and be flexible for Night Shift Timing as well.
Should be Open to Change.
Employees should not be on Forma & Final Formal Corrective

Grade/Level: 05

Job Family Group:

Customer Service Operations