Customer Support Executive Chat

Interested Candidates please share CV on [email protected]

Job Overview We are seeking detail-oriented and customer-focused individuals for the Chat Process. The role involves handling customer interactions through chat, resolving billing-related concerns, and ensuring a smooth and satisfactory customer experience. This is a non-voice role suitable for candidates with strong written communication skills.

Key Responsibilities

Customer Interaction (Chat Support)

• Handle inbound and outbound customer queries via chat
• Respond promptly and professionally to customer concerns
• Maintain a friendly, empathetic, and solution-oriented tone

Billing & Account Support

Resolve issues related to:

• Billing discrepancies and invoice clarifications

• Payment failures and refunds

• Subscription plans, upgrades, and cancellations

• Educate customers about billing policies and charge

Issue Resolution

• Identify customer problems and provide quick and accurate solutions
• Escalate complex cases to higher support levels when required
• Ensure First Contact Resolution (FCR) wherever possible

Documentation & Compliance

• Maintain accurate records of customer interactions
• Follow company policies, compliance standards, and data security guidelines

Performance & Quality

• Meet key performance indicators (KPIs), including:

• Average Response Time (ART)

• Customer Satisfaction (CSAT)

• Resolution Rate

• Quality Scores

• Graduate Freshers eligible

• Undergraduate candidates with minimum 6 months of experience

Experience

• Freshers can apply
• Prior experience in chat support, BPO, or billing processes is a plus

Skills Required

• Excellent written English communication skills
• Good typing speed (minimum 2530 WPM preferred)
• Strong attention to detail and accuracy
• Basic understanding of billing or financial transactions
• Ability to handle multiple chats simultaneously
• Problem-solving and analytical thinking
• Customer-first mindset

Work Schedule

• Process Type: Non-Voice (Chat Support)
• Shift: Rotational shifts (including night shifts)
• Working Hours: 9-hour shift (including breaks)
• Week Off: 2 rotational offs per week

Interested Candidates please share CV on [email protected]