Job Description – Chat Support AgentPosition: Chat Support Agent
Location: Panchkula, Haryana
Experience: Minimum 2 Years
CTC: Up to ₹25,000 per month
Employment Type: Full-Time, On-Site
Shift: 24/7 Rotational Shifts, including Night Shifts
Week Off: Rotational
Joining: Immediate Joiners Preferred
Job Summary
We are looking for an experienced and customer-focused Chat Support Agent to join our team in Panchkula. The ideal candidate should have prior experience in customer support, chat support, dispatch, or logistics operations and possess strong written communication and multitasking skills.
The role involves handling customer and driver interactions primarily through chat and SMS, resolving queries efficiently, and maintaining high standards of customer experience and service quality.
Key Responsibilities
- Handle customer and driver queries through live chat and SMS.
- Provide accurate, timely, and professional responses to customer concerns.
- Manage 3+ active chats simultaneously while maintaining service quality.
- Resolve customer issues related to orders, deliveries, dispatch, and other operational concerns.
- De-escalate difficult or sensitive situations involving frustrated customers or drivers.
- Coordinate with internal teams to ensure timely issue resolution.
- Accurately document customer interactions and case details in support systems.
- Follow defined processes, SLAs, quality standards, and escalation procedures.
- Navigate multiple applications and dashboards simultaneously while handling customer interactions.
- Identify recurring issues and escalate them to the appropriate teams when required.
Required Qualifications & Skills
- Minimum 2 years of experience in Customer Support, Chat Support, Dispatch, Logistics, or related operations.
- Prior chat support experience is strongly preferred.
- Strong written and verbal English communication skills.
- B2 (Upper Intermediate) CEFR level or higher in English proficiency.
- Minimum typing speed of 50 WPM with high accuracy.
- Ability to handle 3+ concurrent chats effectively.
- Strong multitasking and problem-solving abilities.
- Excellent emotional intelligence and customer-handling skills.
- Ability to remain calm and professional while handling challenging situations.
- Comfortable working with multiple systems and tools simultaneously.
- Willingness to work in 24/7 rotational shifts, including night shifts.
Technical/Tool Proficiency
Candidates should be comfortable working with multiple platforms simultaneously, such as:
- Twilio Flex
- Zendesk
- Slack
- Google Maps
- Internal Admin Dashboards
- CRM / Customer Support Platforms
Preferred Experience
- Experience in Logistics / Transportation Operations
- Experience as a Customer Service Associate (CSA)
- Experience in Dispatch Operations
- Previous experience handling customer and driver support
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
