Customer Support Executive - Chat

Role: Customer Support Executive - Chat Support

Experience: 1 - 3 years

Qualification: Graduate in any discipline

Industry preference: D2C / E-commerce / Fintech

Work mode: Rotational shifts with rotational weekend offs

About the role

We're looking for a Customer Support Representative (Chat) who can deliver fast, accurate, and empathetic support to customers through real-time chat.

This role is critical to ensuring a seamless customer experience, reducing resolution time, and driving high customer satisfaction while maintaining operational efficiency.

What you'll do

• Handle real-time customer queries through website, app, WhatsApp, and social channels.
• Provide quick, accurate, and customer-first resolutions.
• Maintain low First Response Time (FRT) and high First Contact Resolution (FCR).
• Understand customer issues and provide clear, structured solutions.
• Identify and escalate complex or high-risk cases to the relevant teams.
• Maintain accurate ticket documentation and tagging for reporting and analytics.
• Follow defined SOPs while applying judgment to improve the customer experience.
• Collaborate with internal teams including Operations, Product, and Logistics to resolve customer issues.
• Identify recurring issues and proactively highlight opportunities for improvement.

What we're looking for

• 1-3 years of experience in customer support, preferably in chat or email support.
• Graduate in any discipline.
• Experience in D2C, e-commerce, or fintech is a plus.
• Strong written communication skills - clear, concise, and customer-friendly.
• Ability to think quickly and respond effectively in real time.
• Strong customer empathy and problem-solving skills.
• Ability to multitask and handle multiple chats simultaneously.
• Strong attention to detail and process adherence.
• Basic analytical thinking for diagnosing and resolving issues.
• Comfortable working in a fast-paced, metric-driven environment.

Tools & systems

• Experience with chat and support tools such as Freshdesk, Freshchat, or CRM platforms is preferred.
• Familiarity with ticketing systems, tagging, and support workflows is a plus.

Working conditions

• Flexible to work in rotational shifts.
• Comfortable with weekend working and rotational offs.

Why join

• Opportunity to be part of a high-growth, customer-first organization.
• Exposure to real-time customer interactions and problem-solving.
• Opportunity to grow into quality, training, or operations roles.