About The Opportunity
A fast-growing business process outsourcing (BPO) and customer experience services provider supporting global clients across e-commerce, fintech, and SaaS sectors. We operate on-site contact centres in India delivering chat-based customer support, technical assistance, and order management.
We are hiring an on-site
Customer Support Executive - Chat to join a metrics-driven team focused on rapid, accurate, and empathetic chat resolutions.
Role & Responsibilities
- Handle high-volume inbound customer chats across web and app channels, delivering timely, accurate resolutions within SLA.
- Troubleshoot account, order, billing, and basic technical issues using CRM and knowledge-base articles; provide clear step-by-step guidance.
- Create and update ticket records with accurate case notes, follow up on open tickets, and escalate complex issues per escalation matrix.
- Meet individual KPIs including CSAT, First Contact Resolution (FCR), and Average Handling Time (AHT) for chat interactions.
- Collaborate with quality, product, and training teams to surface recurring issues and contribute to process and content improvements.
- Participate in on-site shift schedules, mandatory trainings, and system rollouts to maintain coverage and compliance.
Skills & Qualifications Must-Have
- Proven experience in chat-based customer support or live chat operations.
- Hands-on familiarity with Zendesk.
- Hands-on familiarity with Freshdesk.
- Hands-on familiarity with Intercom.
- Experience using LiveChat or similar real-time chat platforms.
- Proficiency with CRM systems and accurate case documentation.
Preferred
- Prior exposure to e-commerce or fintech customer support workflows.
- Multilingual capability (Hindi or other regional languages) for customer-facing chats.
- Experience in SLA-driven BPO or contact centre environments.
Benefits & Culture Highlights
- On-site role with structured induction, regular coaching, and clear career progression paths.
- Performance-linked incentives and recognition for high CSAT and quality scores.
- Fast-paced, team-oriented contact centre culture focused on continuous improvement and skill development.
Skills: crm systems,zendesk,customer,chat,bpo,freshdesk,intercom
