Chat Support Executive is a frontline customer service professional who resolves queries, troubleshoots issues, and assists customers exclusively through written text on live chat platforms, messaging apps, and social media. The core of this non-voice role involves managing multiple conversations simultaneously while ensuring high customer satisfaction.
Key Responsibilities
- Real-Time Communication: Respond promptly to customer inquiries via live chat, answering questions about products, services, policies, or account details.
- Multitasking: Manage multiple chat conversations (typically 2 to 4) simultaneously without compromising the quality or speed of responses.
- Problem Solving: Identify the root cause of customer issues—such as delivery tracking, billing errors, or technical glitches—and provide step-by-step written solutions.
- Record Keeping: Document interactions accurately by logging details and conversation logs into Customer Relationship Management (CRM) software (e.g., Zendesk, Salesforce).
- Follow-Ups: Monitor ongoing issues and follow up with customers via chat or email to ensure their problems are fully resolved.
- Escalation: Identify complex or critical issues that cannot be solved in the chat and seamlessly escalate them to the appropriate technical or management teams.
- Age criteria 18 to 29 years
Process Adherence: Maintain brand tone, use pre-written (canned) responses correctly for common inquiries, and meet Key Performance Indicators (KPIs) like First Response Time (FRT) and Customer Satisfaction (CSAT) scores.
Pay: ₹15,265.92 - ₹32,707.73 per month
Work Location: In person
