Chat Support Executive

Dear Candidate,

Greetings from KPR IT Solutions,

We are looking for a Chat Process Associate to join our customer support team for an Italy-based telecom project. The selected candidate will be responsible for providing professional and timely customer support through chat and email, understanding customer concerns, resolving queries, and ensuring a positive customer experience.

Key Responsibilities

• Handle customer queries and concerns through live chat and email support.
• Provide accurate and professional responses to customers within the defined turnaround time.
• Understand customer issues and provide appropriate solutions based on project guidelines.
• Assist customers with telecom-related queries, service requests, account-related concerns, and basic troubleshooting.
• Maintain a professional, polite, and customer-friendly communication style.
• Follow standard operating procedures (SOPs), process guidelines, and quality standards.
• Accurately document customer interactions and update relevant information in the system.
• Escalate unresolved or complex issues to the appropriate team or supervisor.
• Achieve defined productivity, quality, response time, and customer satisfaction targets.
• Maintain confidentiality of customer and company information.
• Coordinate with internal teams whenever required to resolve customer issues.
• Adapt to process updates, new tools, and changes in project requirements.

Required Skills

• Excellent written communication skills in English.
• Good typing speed and accuracy.
• Strong grammar, spelling, and sentence construction.
• Ability to understand and respond to customer queries clearly.
• Good problem-solving and analytical skills.
• Basic knowledge of computers, MS Office, email, and internet applications.
• Ability to multitask and handle multiple customer interactions efficiently.
• Strong attention to detail.
• Ability to work effectively in a team environment.
• Willingness to work in rotational shifts, including night shifts, depending on project requirements.

Preferred Skills

• Previous experience in chat support, email support, BPO, customer service, or telecom support is preferred.
• Experience handling international customers is an added advantage.
• Knowledge of the Italian language will be an advantage, if required by the project.

Eligibility

• Education: Any Graduate / Undergraduate with relevant skills.
• Experience: Freshers can apply; experience in international voice/non-voice or chat support is preferred.
• Candidates should have good written English and basic computer proficiency.
• Candidates should be comfortable working according to the project shift timings.

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person