Chat Support Executive

6 months ago

Dhanori Pune Maharashtra, India Ecomm Partnerships LLC Full time

As a Chat Support Executive, you will be responsible for delivering exceptional customer service through written communication channels, primarily online chat. You will interact with customers in real-time, addressing their inquiries, providing information, troubleshooting issues, and ensuring a positive customer experience. Your role involves effectively communicating technical and non-technical information, resolving problems, and maintaining a high level of professionalism and empathy.

**Key Responsibilities**:
**Customer Interaction**:

- Engage with customers via chat, responding to their queries, concerns, and requests promptly and accurately.
- Provide accurate and relevant information regarding products, services, policies, and processes.
- Assist customers with order placements, tracking, cancellations, and returns, if applicable.

**Problem Solving**:

- Identify customer issues and provide efficient solutions while adhering to company guidelines and policies.
- Troubleshoot technical problems, assisting customers in resolving software or hardware-related issues, if applicable.
- Collaborate with other departments if complex issues require escalation or further assistance.

**Communication**:

- Maintain a clear and professional communication style, adapting to the customer's tone and preferences.
- Ensure messages are concise, grammatically correct, and easy for customers to understand.
- Use appropriate empathy and understanding when addressing customer concerns or complaints.

**Product Knowledge**:

- Develop a strong understanding of the company's products, services, features, and benefits.
- Stay updated on any changes to products, services, or policies to provide accurate and up-to-date information to customers.

**Documentation**:

- Document customer interactions accurately, including the nature of the inquiry, solutions provided, and any necessary follow-up actions.
- Maintain detailed and organized records for future reference and reporting.

**Multitasking**:

- Manage multiple chat conversations simultaneously while ensuring the quality and accuracy of responses.
- Prioritize tasks based on urgency and complexity, aiming to provide timely assistance to all customers.

**Quality and Metrics**:

- Meet or exceed key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and more.
- Strive to consistently improve customer satisfaction and overall support efficiency.

**Requirements**:

- High school diploma or equivalent; Bachelor's degree is a plus.
- Excellent written communication skills with a strong command of grammar, spelling, and punctuation.
- Proficiency in typing and handling multiple chat conversations simultaneously.
- Customer-focused mindset with exceptional problem-solving skills.
- Empathy and patience when dealing with customer inquiries and concerns.
- Basic technical knowledge to assist with troubleshooting technical issues is a plus.
- Previous experience in customer service, chat support, or related roles is desirable.
- Ability to adapt to changes in processes, products, or policies.
- Familiarity with CRM software or chat support platforms is advantageous.
- Flexibility to work in shifts, including evenings, weekends, and holidays if required.

**Conclusion**:
As a Chat Support Executive, you play a crucial role in ensuring customer satisfaction, resolving issues, and upholding the company's reputation for exceptional service. Your effective communication skills, problem-solving abilities, and commitment to delivering a positive customer experience contribute directly to the overall success of the organization.

**Job Types**: Full-time, Part-time, Permanent, Fresher
Part-time hours: 30 per week

**Salary**: ₹10,964.49 - ₹12,062.66 per month

**Benefits**:

- Cell phone reimbursement

Schedule:

- Evening shift
- Fixed shift
- Night shift
- US shift

Supplemental pay types:

- Performance bonus
- Yearly bonus

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- total work: 1 year (required)

Shift availability:

- Night Shift (required)

Ability to Commute:

- Dhanori, Pune, Maharashtra (required)

Ability to Relocate:

- Dhanori, Pune, Maharashtra: Relocate before starting work (preferred)

Work Location: In person

**Speak with the employer**
+91 9309495471

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