IndeedSEO

Job Summary:
We are looking for a customer-focused Chat Support Agent with prior experience handling US-based chat support processes. The role involves resolving customer queries in real time via chat, ensuring high CSAT and adherence to process quality standards.
Key Responsibilities:
Handle multiple live chats simultaneously to assist US-based customers with queries, issues, and requests
Provide accurate, clear, and professional written responses in line with brand voice and guidelines
Resolve customer issues on first contact wherever possible; escalate complex cases as per process
Maintain and update customer records, chat logs, and issue tickets accurately in the CRM/tool
Meet and exceed individual performance metrics — AHT, CSAT, quality score, resolution rate, and productivity
Stay updated on product/process knowledge, FAQs, and process changes communicated by trainers/TLs
Follow all compliance, data security, and confidentiality guidelines while handling customer information
Coordinate with QA/TL for feedback and continuously work on improving chat quality and speed
Manage difficult or irate customers professionally, de-escalating situations effectively via chat
Meet shift adherence, login/logout, and break schedule requirements consistently
Required Skills &amp; Qualifications:
Graduate (any stream); Undergraduates with relevant experience may also apply
Minimum 1–2 years of experience in international chat support, specifically for a USA process
Excellent written English communication skills — strong grammar, spelling, and tone
Ability to type quickly and accurately while multitasking across chats
Good understanding of US customer service etiquette and cultural nuances
Comfortable working night shifts aligned to US business hours
Basic computer proficiency (MS Office, CRM tools, ticketing systems)
Willingness to commute on own (no cab facility provided)
Pay: Up to ₹38,000.00 per month
Work Location: In person

Customer Support Executive (International Chat Process)

Customer Support Executive (International Chat Process)

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