Customer Service Consultant

2 weeks ago

kollam, India HNR Tech Full time


Job Brief

HNR Tech is looking for a dedicated and driven Customer Support - Chat specialist to join our passionate team. We offer a performance-driven work culture that thrives on collaborative feedback and exposure to complex, international projects. This role requires a consultative, sales-focused approach to helping website visitors convert into customers in an e-commerce environment.


As a Customer Support - Chat specialist, you will be responsible for guiding customers through their inquiries while delivering exceptional customer service with every interaction.


Job Type (Full-time/Temporary)

This role is for a 3-month temporary contract, with the possibility of conversion to full-time employment based on business needs and individual performance. This position can be fully remote or in-office from Mumbai/Nahsik. We have offices in Vasai and Matunga in Mumbai.


Key Responsibilities

  • Engage with customers via live chat, responding promptly and professionally.
  • Provide accurate and detailed information about our products and services.
  • Assist customers in making purchasing decisions by understanding their needs and offering tailored recommendations.
  • Handle multiple chat conversations simultaneously while maintaining high accuracy and service quality.
  • Address and resolve customer concerns, focusing on customer satisfaction and retention.
  • Process orders and manage customer interactions efficiently.
  • Collaborate with team members to improve sales strategies and share insights.
  • Meet or exceed individual and team sales/upsell targets.
  • Keep detailed records of customer interactions, following up as necessary.


Technical Skills:

  • Proficiency in Microsoft Office tools (Excel, Word, PowerPoint).
  • Experience with CRM systems and online chat tools is a plus.


Non-Technical Skills:

  • Excellent written and verbal English communication skills.
  • Strong consultative sales approach with an ability to upsell and engage customers effectively.
  • Analytical thinking and attention to detail.
  • Ability to work independently and make decisions in a fast-paced environment.
  • Demonstrated ability to manage multiple tasks and high chat volumes.
  • Self-driven and motivated with a focus on learning and self-development.


Experience:

  • Minimum of 30 months working in a US-based process , preferably in chat/email process in customer service, sales, or a related field.
  • Familiarity with high-volume environments and e-commerce processes is highly preferred.


Education:

  • Preferred 10+2+3 education background, with consistent English medium throughout.


Work Schedule

Shift: US Shift Timing

  • Regular Shift: 5:30 pm to 7:30 am IST (Any 9 hours).
  • During Daylight Saving: 6:30 pm to 8:30 am IST (Any 9 hours).
  • Must be available for peak seasons such as Black Friday/Thanksgiving week.
  • Any 5 days a week with 2 consecutive days off (24/7 operation).


Job Location

This position offers flexibility as it can be remote or on-site at the following locations:

  • Vasai, Mumbai, Maharashtra
  • Nashik, Maharashtra
  • Headquarters: Matunga, Mumbai, Maharashtra, India


Benefits

  • Flexible Working Style
  • Diversity and Inclusion
  • Growth Opportunities
  • Balanced Work-Life Culture


Equal Opportunity Statement

At HNR Tech, we are committed to fostering a diverse, inclusive, and welcoming workplace. We believe in creating an environment where all employees feel valued, regardless of race, color, religion, gender, family status, sexual orientation, national origin, disability, or any other legally protected grounds.

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