Summary:
As a Chat Support Agent at DrinkPrime, you will play a pivotal role in delivering exceptional customer experiences through our digital support channels. You'll be the frontline representative for our mission to make safe, reliable drinking water accessible to every household across India. By providing timely, accurate, and empathetic support via live chat, you'll help customers navigate their subscription, troubleshoot issues, and feel confident in their choice of DrinkPrime. This role is ideal for someone who thrives in a fast-paced, customer-centric environment and is passionate about contributing to a purpose-driven organization with a strong tech-first approach.
Responsibilities:
- Respond to customer inquiries via live chat with speed, professionalism, and empathy.
- Diagnose issues and deliver accurate, actionable solutions to ensure customer satisfaction.
- Maintain clear, concise, and courteous communication across all interactions.
- Escalate complex or unresolved issues to the Team Lead or relevant departments promptly.
- Adhere to established workflows, SOPs, and quality assurance standards.
- Utilize Freshchat (or similar platforms) efficiently to manage multiple conversations simultaneously.
- Document customer interactions and resolutions accurately for internal tracking and reporting.
- Proactively share recurring customer feedback and pain points with the Team Lead to drive process improvements.
- Achieve or exceed key performance metrics including first response time, resolution rate, and CSAT.
- Participate in ongoing training and development sessions to stay current on product updates and support protocols.
Requirements
Requirements:
- 1+ years of experience in customer support, with a focus on chat-based or digital support channels.
- Familiarity with Freshchat, Freshdesk, or other modern customer support platforms is preferred.
- Exceptional written communication skills with strong grammar, tone, and clarity.
- Proven problem-solving abilities and the capacity to multitask effectively in a high-volume environment.
- High levels of empathy, patience, and professionalism in every interaction.
- Willingness to work flexible rotational shifts, including 6 rotational week offs per month.
