Senior Customer Service Executive

5 days ago

Pune, India Frido Full time

Job Title: Senior Customer Service Executive Chat ProcessJob Summary:We are looking for a dynamic and customer-focused Chat Support Executive to provide exceptional service through live chat. As a Chat Support Executive, you will handle customer inquiries, resolve issues efficiently, and ensure a seamless online experience. You will represent the brand's voice, maintaining professionalism and empathy while adhering to company policies and procedures.Key Responsibilities: 1. Customer Assistance:o Respond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner.o Provide accurate information about products, services, and policies.2. Issue Resolution:o Identify customer problems and troubleshoot to find quick resolutions.o Handle escalated, complex or unresolved issues and resolve appropriately.3. Process Adherence:o Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.o Log interactions accurately in the CRM or ticketing system.4. Customer Satisfaction:o Strive to exceed customer expectations by providing a high level of service.o Gather customer feedback to improve support services and user experience.5. Team Collaboration:o Work closely with other support teams to share insights and ensure consistent service.o Participate in regular team meetings to discuss updates, challenges, and best practices.6. Knowledge Maintenance:o Stay updated on company products, features, and promotions to provide relevant and timely assistance.o Suggest improvements to FAQs and help center resources based on recurring inquiries.7. Performance Metrics:o Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT). Qualifications: Education: o Should be a graduate Experience: o 3-4 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred). Skills: o Excellent written communication skills with a focus on clarity, grammar, and tone.o Strong problem-solving abilities and attention to detail.o Proficiency in chat platforms and CRM tools (e.g., Zendesk, LiveChat, Freshdesk).o Ability to multitask and handle multiple chat sessions simultaneously.Preferred Skills: Familiarity with e-commerce, D2C, or customer support processes. Experience in data entry and accurate documentation. Basic understanding of troubleshooting steps for technical queries.Working Conditions: Rotational shifts, including nights, weekends, and holidays, as required. Ability to work in a fast-paced, high-pressure environment. Must be available to work for 6-Days a weekKey Performance Indicators (KPIs): Average response time. First contact resolution (FCR) rate. Customer satisfaction (CSAT) scores. Chat handling time and concurrent session management. Responsible for junior agents aligned and their performance. This position is ideal for individuals who thrive in online communication, have a passion for customer service, and can adapt to a fast-paced environment.Interested candidate can share their resume to sanobar.s@myfrido.com savio.a@myfrido.com twinkle.b@myfrido.com prachi.g@myfrido.com

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    Pune, India Frido Full time

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