Location: Chennai
Experience: 12 years in chat support, customer service, or related role.
Education: Bachelor's degree preferred; diploma holders with relevant experience may apply.
Working Conditions:
- Monday to Friday 9:30 AM to 6:30 PM
- Ability to manage high chat volumes while maintaining quality.
Role Overview:
The Chat Support Executive is responsible for providing prompt, professional, and accurate assistance to customers via chat-based support channels. This role ensures a seamless customer experience by responding quickly to queries, resolving issues within SLAs, escalating when necessary, and maintaining high customer satisfaction scores (CSAT).
Key Responsibilities:
Customer Support Management
- Log in and stay active on all assigned support channels (e.g., WhatsApp, Email, in-app chat).
- Respond to new incoming chats promptly while adhering to SLAs for first response and resolution time.
- Review and clear any pending or unresolved chats from the previous day.
Case Handling & Documentation
- Categorize and update each interaction in CRM or support platforms (e.g., Resolved, Escalated, Bug, Feedback).
- Escalate issues to the relevant internal teams as per defined SOPs (technical, billing, product-related).
- Follow up on unanswered or missed chats to ensure complete resolution.
Knowledge Management
- Identify and flag gaps in FAQs or knowledge base content to improve self-service options.
- Stay updated on new product features, internal announcements, and known issues to provide accurate information.
Reporting & Insights
- Share a daily chat summary with the team, highlighting recurring issues, customer feedback, and trends.
- Maintain and share daily performance reports without fail.
Performance Metrics
- Consistently meet or exceed targets for CSAT, resolution rates, and SLA compliance.
- Maintain adherence to chat handling SOPs and quality standards.
Skills & Qualifications:
Technical Skills:
- Proficiency in using CRM and chat support tools.
- Strong typing skills and multitasking ability.
Soft Skills:
- Excellent written communication skills.
- Empathetic, customer-first mindset.
- Problem-solving and conflict resolution skills.
- Attention to detail and process adherence.
