Key Responsibilities
- Real-Time Chat Management: Handle simultaneous live chat sessions efficiently without compromising on tone, accuracy, or response speed.
- Email Queue Resolution: Manage the email ticketing backlog, drafting clear, concise, and structured resolutions for customer inquiries.
- SLA Adherence: Consistently meet and exceed First Response Time (FRT) and Average Resolution Time (ART) targets for both channels.
- Accuracy & Quality: Ensure all written interactions are free from grammatical errors, align with the company's brand voice, and resolve the customer's issue on the first contact (FCR).
- Escalation Handling: Identify complex or high-priority issues and route them accurately to the respective senior tiers or backend teams using internal CRM tools.
- Knowledge Management: Utilize and contribute to the internal knowledge base and canned responses (macros) to maintain documentation efficiency.
Required Skills & Qualifications1. Technical & Core Skills
- Written Communication: Flawless written English with a strong command of grammar, punctuation, and professional corporate tone.
- High-Concurrency Chatting: Proven capability to handle 2 to 3 simultaneous chat windows without losing track of individual customer contexts.
- CRM & Ticketing Tools: Hands-on experience with modern digital support platforms such as Zendesk, Freshdesk, Intercom, LiveChat, Salesforce, or Kustomer.
- Typing Speed: Minimum typing speed of 45–50 WPM (Words Per Minute) with 95%+ accuracy.
- Data Logging: Ability to correctly tag, categorize, and summarize customer tickets within the internal database.
2. Behavioral & Soft Skills
- Digital Empathy: The unique ability to convey warmth, reassurance, and empathy purely through text without relying on vocal tone.
- Critical Thinking: Ability to read between the lines of a customer's email or chat message to understand their core issue quickly.
- Composure Under Pressure: Staying calm and professional when handling a sudden spike in chat volumes or interacting with frustrated customers.
- Attention to Detail: Carefully reviewing case histories and internal account notes before responding to avoid making the customer repeat themselves.
Ideal Experience
- 1 to 4 years of experience exclusively handling Chat and Email support in a fast-paced B2C or B2B environment (E-commerce, SaaS, Fintech, or Healthtech preferred).
Pay: Up to ₹500,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Application Question(s):
- Current CTC?
- Expected CTC?
- Can you join us immediately?
Experience:
- Customer support: 1 year (Required)
Work Location: In person
