A fast-growing player in the Customer Experience and Business Process Outsourcing (BPO) sector delivering digital-first, text-based customer support for global clients. We operate high-volume, on-site chat support centers across India focused on real-time customer resolutions, order and account management, and SaaS/product support.
Role:
Chat Customer Support Representative (Fresher) On-site, India.
Role & Responsibilities
- Handle high-volume inbound customer inquiries via live chat, providing accurate, timely responses and resolving queries during the first interaction when possible.
- Create, update, and close tickets in the CRM/ticketing system and maintain clear, professional chat transcripts and logs.
- Follow knowledge base articles and standard operating procedures to troubleshoot account, order, and basic technical issues.
- Escalate complex issues to second-line teams according to SLA and follow up to ensure timely resolution.
- Meet productivity and quality KPIs including response time, handle time, CSAT targets, and adherence to shift schedules.
- Participate in regular training, quality calibrations, and continuous-improvement initiatives to raise service standards.
Skills & Qualifications
Must-Have
- Zendesk Chat
- Freshdesk
- Intercom
- Salesforce Service Cloud
- Multi-session chat management
- Business-level written English
Preferred
- Experience configuring macros and canned responses
- Familiarity with e-commerce or SaaS customer support
- Multilingual support (Hindi or other regional languages)
Qualifications: Fresher-friendly role. Minimum 12th pass or equivalent; graduates welcome. Willingness to work on-site in India and to operate in rotational shifts including night shifts as required. Strong attention to detail, ability to follow SOPs, and comfort with keyboard-based, fast-paced customer interactions are essential.
Benefits & Culture Highlights
- Structured on-site training and fast career progression into senior support or quality roles.
- Performance-linked incentives, health coverage, and paid time off.
- Supportive, metrics-driven culture with regular coaching and upskilling opportunities.
Skills: customer support,freshdesk,intercom,handle multiple chats,chat,good grammar,excellent communications
