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Chat Process Executive

3 months ago

Ahmedabad, Gujarat, India Global Texus Full time

As a Chat Support Executive at our e-commerce company, you will play a crucial role in providing exceptional customer service and support to our online customers.

Your primary responsibility will be to engage with customers via chat and resolve their queries, concerns, and issues promptly and effectively.

You will serve as the primary point of contact for customers, ensuring their satisfaction and enhancing their overall shopping experience.

This role requires strong communication skills, empathy, product knowledge, and the ability to handle multiple chat conversations simultaneously.

Key Responsibilities:

Customer Support:

Engage in live chat conversations with customers, answering their queries, providing product information, troubleshooting issues, and offering solutions in a professional and friendly manner.


Issue Resolution:
Take ownership of customer issues and ensure timely and satisfactory resolution. Escalate complex or unresolved issues to the appropriate department or supervisor.

Product Knowledge:

Develop a comprehensive understanding of our e-commerce platform, products, policies, and procedures to effectively assist customers and provide accurate information.


Order Management:

Assist customers in tracking their orders, managing returns, refunds, cancellations, and exchanges, ensuring a seamless and positive customer experience throughout the process.


Technical Support:

Provide basic technical assistance to customers, including guidance on website navigation, account setup, password resets, and troubleshooting common technical issues.


  • Upselling and Cross-selling: Identify opportunities to recommend additional products or services to customers based on their needs, preferences, and browsing history.

Documentation:

Accurately document customer interactions, including issues, resolutions, and follow-up actions, in the customer support system to ensure proper record-keeping and facilitate knowledge sharing within the team.


Customer Feedback:

Actively listen to customer feedback, suggestions, and complaints, and relay them to the appropriate departments for continuous improvement of our products, services, and processes.


Team Collaboration:

Collaborate with cross-functional teams, such as logistics, marketing, and product development, to address customer concerns and contribute to the overall improvement of our operations.


Performance Metrics:
Meet or exceed established performance targets, including response time, resolution time, customer satisfaction scores, and quality assurance standards.

Qualifications and Skills:

  • High school diploma or equivalent; bachelor's degree preferred.
  • Proven experience in a customer support or similar role, preferably in an ecommerce environment.
  • Excellent written and verbal communication skills in English. Proficiency in other languages is a plus.
  • Strong empathy and ability to provide exceptional customer service while maintaining professionalism.
Salary 19k to 22k + Performance bounce