Chat Support Executive

1 week ago

Madhapur Hyderabad Telangana, India Picktime Full time

**Customer Support Executive(non-voice)**
**Job description**

**Responsibilities**
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Collaborate with other team members and departments to ensure customer satisfaction
- Ask customers targeted questions to quickly understand the root of the problem
- Address and resolve customer complaints or concerns in a professional and timely manner
- Update our internal databases with information about technical issues and useful discussions with customers
- Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales, and Marketing teams
- Prioritize and manage several open issues at one time
- Maintain jovial relationships with clients

**Requirements**:

- At least 1-3 years of chat or social media customer support, escalation, or retention experience in B2B, B2C process
- The strong customer-centric thought process
- Excellent verbal and written communication skills in English.
- Good probing skills
- Ability to multitask and prioritize tasks effectively in a fast-paced environment
- Patience when handling tough cases
- Be a fast learner, understand our product in and out
- Flexible to work in rotational shifts and week offs
- Open to taking additional responsibilities

Pay: ₹8,000.00 - ₹20,000.00 per month

**Benefits**:

- Health insurance
- Paid sick time
- Paid time off

Schedule:

- Day shift
- Night shift
- Rotational shift

Ability to commute/relocate:

- Madhapur, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Overall: 1 year (preferred)
- Live chat: 1 year (preferred)

Shift availability:

- Day Shift (required)
- Night Shift (required)

Work Location: In person

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