Customer Support-US Chat

Company Description TP Group, formerly known as Teleperformance, is a global leader in digital business services with nearly five decades of experience. In response to the AI era, the company has evolved its brand and operations to be more modern, agile, and technologically advanced while maintaining a strong focus on human empathy. TP combines intelligent solutions with a future-ready mindset to support clients across diverse industries and geographies. Team members join an organization that values innovation, flexibility, and customer-centric thinking. Working at TP means being part of a company that continuously adapts to new digital trends and service expectations.

Role Description

The Customer Support–US Chat role is a full-time, on-site position based in Sahibzada Ajit Singh Nagar. In this role, team members handle real-time chat interactions with customers in the US, resolving inquiries, providing product or service information, and ensuring a positive customer experience. Daily responsibilities include responding to multiple chat conversations, diagnosing issues based on customer input, and escalating complex cases to appropriate support teams when needed. The role involves documenting each interaction accurately, following standard operating procedures, and using internal tools and resources to deliver timely, clear, and professional responses. Team members are expected to meet performance metrics related to response time, quality, and customer satisfaction while collaborating with peers and supervisors to improve processes.

Qualifications

• Customer Support and Customer Satisfaction skills to manage inquiries, resolve issues, and maintain a positive customer experience.
• Interpersonal Skills to communicate clearly, show empathy, and build trust in written chat interactions.
• Technical Support and Analytical Skills to understand systems, troubleshoot customer problems, and identify effective solutions.
• Strong written English communication skills suitable for US-based customers.
• Ability to work on-site in Sahibzada Ajit Singh Nagar on a full-time schedule, including potential shifts, weekends, or holidays as required.
• Comfort with using multiple software tools, CRM platforms, and chat systems simultaneously.
• Previous experience in customer service, chat support, or contact center environments is preferred.
• Minimum educational qualification: high school diploma or equivalent; higher education in any discipline is an advantage.