Job Title: Chat Support Specialist(Graveyard Shift)
Location: Panchkula, Haryana
Experience Required: 1.5+ Years(Immediate Joiner)
Employment Type: Full-Time
Shift: Graveyard Shift
Job Summary
We are seeking an experienced Chat Support Specialist with 2+ years of customer support experience to provide exceptional customer service through chat-based interactions. The ideal candidate will possess strong communication skills, problem-solving abilities, and experience handling customer inquiries, complaints, and service requests in a fast-paced environment. The role requires working in rotational shifts to support global customers.
Key Responsibilities
- Handle customer inquiries, concerns, and service requests via live chat in a professional and timely manner.
- Deliver high-quality customer support while maintaining defined service levels and customer satisfaction metrics.
- Investigate and resolve customer issues, escalating complex cases to appropriate teams when necessary.
- Provide accurate information regarding products, services, policies, and procedures.
- Maintain detailed records of customer interactions and resolutions in CRM/ticketing systems.
- Monitor multiple chat conversations simultaneously while ensuring accuracy and responsiveness.
- Collaborate with cross-functional teams to resolve customer concerns efficiently.
- Identify recurring customer issues and provide feedback for process improvements.
- Meet or exceed productivity, quality, and customer satisfaction targets.
- Support training and mentoring of junior team members when required.
Required Skills & Qualifications
- Bachelor's degree in any discipline.
- Minimum 6 years of experience in Chat Support, Customer Support, Customer Service, or Technical Support.
- Excellent written and verbal communication skills in English.
- Strong typing speed and multitasking abilities.
- Experience working with CRM, ticketing, or customer support platforms.
- Strong analytical and problem-solving skills.
- Ability to handle challenging customer interactions professionally.
- Comfortable working in rotational shifts, including weekends and holidays as per business requirements.
- Proficient in Microsoft Office applications and online collaboration tools.
Preferred Qualifications
- Experience supporting international customers.
- Exposure to e-commerce, telecom, BFSI, SaaS, or IT support environments.
- Experience with tools such as Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, LiveChat, or similar platforms.
- Prior experience in handling escalations and mentoring support agents.
Key Competencies
- Customer-centric mindset
- Effective communication
- Conflict resolution
- Attention to detail
- Time management
- Adaptability and flexibility
- Team collaboration
- Decision-making and ownership
Application Question(s):
- Current CTC
- Expected CTC
- Currently serving notice period(Yes/ No) and mention the last working day?
Shift availability:
Work Location: In person
