Experience: 2+ Years
Employment Type: Full-Time
About the Role
We are looking for a customer-focused and detail-oriented Tier 1 Support Agent to join our operations team. In this role, you will serve as the first point of contact for customers and delivery partners, providing support primarily through chat and SMS channels. The ideal candidate has excellent written communication skills, strong multitasking abilities, and experience working in fast-paced customer support or logistics environments.
Key Responsibilities
- Provide timely and professional support to customers and delivery partners via chat, SMS, and support platforms.
- Resolve customer inquiries, delivery issues, and operational concerns efficiently.
- Manage multiple conversations simultaneously while maintaining high service quality.
- Monitor and update support tickets, ensuring accurate documentation and follow-up.
- Coordinate with internal teams to resolve escalated issues and service disruptions.
- Utilize tools such as Zendesk, Slack, Google Maps, Twilio Flex, and internal systems to support daily operations.
- Handle challenging customer interactions with empathy and professionalism.
- Follow established processes and service-level agreements (SLAs) to ensure customer satisfaction.
- Identify recurring issues and provide feedback to improve support processes.
Required Qualifications
- 2+ years of experience in Customer Support, Chat Support, Dispatch Operations, Logistics Support, or a related field.
- Strong experience in chat-based customer service environments.
- Excellent written English communication skills (B2 CEFR level or higher).
- Ability to manage three or more active chats simultaneously.
- Typing speed of at least 50 WPM with strong accuracy.
- Experience using customer support and collaboration tools such as Zendesk, Slack, Twilio Flex, Google Maps, CRM systems, or similar platforms.
- Strong problem-solving and decision-making skills.
- Ability to remain calm under pressure and effectively de-escalate customer concerns.
Interested candidates can share their resumes at [email protected]
Pay: ₹20,000.00 - ₹35,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
