Customer Support Executive, Chat Process

About the Role

We are looking for friendly, articulate, and detail-oriented Customer Support Executives to handle customer queries through live chat. You will be the first point of contact for our customers, resolving their concerns quickly and accurately while delivering an excellent experience in every interaction.

Key Responsibilities

• Handle inbound customer chats and respond promptly, accurately, and professionally
• Manage multiple chat conversations simultaneously while maintaining quality
• Understand customer issues, provide clear solutions, and ensure first-contact resolution wherever possible
• Use knowledge base, scripts, and process guidelines to give correct information
• Handle complaints and escalations with empathy and patience
• Document every interaction accurately in the CRM or ticketing system
• Follow up on pending queries and escalate complex issues to the concerned team or Team Leader
• Meet performance targets such as Average Handling Time (AHT), CSAT, chat quality score, and response time
• Adhere to company policies, data privacy norms, and quality standards
• Share customer feedback and recurring issues with the team to help improve the process

Required Skills and Qualifications

• Minimum qualification: 12th pass or graduate in any stream (graduates preferred)
• Excellent written English with correct grammar, spelling, and a professional tone
• Typing speed of 30 WPM or above with good accuracy
• Good comprehension and problem-solving skills
• Ability to multitask and work in a fast-paced environment
• Basic computer knowledge (MS Office, browsers, CRM tools)
• Patience, empathy, and a positive, customer-first attitude
• Willingness to work from the office

Preferred Candidate Profile

• Prior experience in chat support, email support, BPO, or e-commerce, fintech, telecom, or travel support processes
• Familiarity with chat tools and ticketing systems.
• Immediate joiners preferred

Compensation and Benefits

• Additional bonuses for consistent high performance
• Statutory benefits as applicable (PF, ESIC)
• Paid leaves and holidays as per company policy
• Regular training and clear career growth (Senior Executive, Team Leader, Quality Analyst, and beyond)
• Friendly work culture with performance-based recognition

Working Days and Timings

• 6 days a week, approximately 9 hours per shift
• Timings: 9:30 AM to 6:30 PM (may vary by process)

How to Apply

Just fill the form below

https://docs.google.com/forms/d/e/1FAIpQLSeOIPntasxXFzq7Bu9irPz-UMa3\_5BxPKENGHO824wrdPUedw/viewform?usp=header

Pay: Up to ₹350,000.00 per year

Benefits:

• Commuter assistance
• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person