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Chat Support Executive

4 weeks ago

Chennai, Tamil Nadu, India Lystloc Full time

Location: Chennai

Experience: 1–2 years in chat support, customer service, or related role. 

Education: Bachelor's degree preferred; diploma holders with relevant experience may apply.

Working Conditions:

  • Monday to Friday – 9:30 AM to 6:30 PM
  • Ability to manage high chat volumes while maintaining quality.

Role Overview:

The Chat Support Executive is responsible for providing prompt, professional, and accurate assistance to customers via chat-based support channels. This role ensures a seamless customer experience by responding quickly to queries, resolving issues within SLAs, escalating when necessary, and maintaining high customer satisfaction scores (CSAT).

Key Responsibilities:

Customer Support Management

  • Log in and stay active on all assigned support channels (e.g., WhatsApp, Email, in-app chat).
  • Respond to new incoming chats promptly while adhering to SLAs for first response and resolution time.
  • Review and clear any pending or unresolved chats from the previous day.

Case Handling & Documentation

  • Categorize and update each interaction in CRM or support platforms (e.g., Resolved, Escalated, Bug, Feedback).
  • Escalate issues to the relevant internal teams as per defined SOPs (technical, billing, product-related).
  • Follow up on unanswered or missed chats to ensure complete resolution.

Knowledge Management

  • Identify and flag gaps in FAQs or knowledge base content to improve self-service options.
  • Stay updated on new product features, internal announcements, and known issues to provide accurate information.

Reporting & Insights

  • Share a daily chat summary with the team, highlighting recurring issues, customer feedback, and trends.
  • Maintain and share daily performance reports without fail.

Performance Metrics

  • Consistently meet or exceed targets for CSAT, resolution rates, and SLA compliance.
  • Maintain adherence to chat handling SOPs and quality standards.

Skills & Qualifications:

Technical Skills:

  • Proficiency in using CRM and chat support tools.
  • Strong typing skills and multitasking ability.

Soft Skills:

  • Excellent written communication skills.
  • Empathetic, customer-first mindset.
  • Problem-solving and conflict resolution skills.
  • Attention to detail and process adherence.