chat support executive is the front-line digital representative of a company. They assist customers in real-time, handling product questions, troubleshooting issues, and managing escalations. Because they juggle multiple concurrent text-based conversations, they require exceptional typing speed, multitasking abilities, and written communication skills.
:Core Responsibilities
- Real-Time Assistance: Respond promptly to customer inquiries via live chat platforms, helping with product selection, account management, and order tracking.
- Issue Resolution: Troubleshoot technical problems, guide users through solutions, and process product returns, exchanges, or refunds.
- Multitasking: Manage 3 to 5 active chat conversations simultaneously while maintaining accurate, professional, and empathetic communication.
- Information Delivery: Educate customers on company policies, pricing, and service features clearly and accurately.
- Ticket Documentation: Log accurate records of every chat interaction into the company's Customer Relationship Management (CRM) or ticketing systems.
- Escalations: Identify complex or unresolved technical and billing issues and route them to the appropriate senior teams or departments.
- Age criteria 18 to 29 years
Key Performance MetricsTo ensure high-quality service, performance is typically measured using the following key indicators:
First Contact Resolution (FCR): Solving the customer's problem during the first chat session.
Pay: ₹15,582.17 - ₹32,493.03 per month
Work Location: In person
