Senior Customer Service Executive

1 week ago

Pune, India Frido Full time

Job Title: Senior Customer Service Executive Job Summary: We are looking for a dynamic and customer-focused Chat Support Executive to provide exceptional service through live chat. As a Chat Support Executive, you will handle customer inquiries, resolve issues efficiently, and ensure a seamless online experience. You will represent the brand's voice, maintaining professionalism and empathy while adhering to company policies and procedures. Key Responsibilities: 1. Customer Assistance: o Respond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner. o Provide accurate information about products, services, and policies. 2. Issue Resolution: o Identify customer problems and troubleshoot to find quick resolutions. o Handle escalated, complex or unresolved issues and resolve appropriately. 3. Process Adherence: o Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency. o Log interactions accurately in the CRM or ticketing system. 4. Customer Satisfaction: o Strive to exceed customer expectations by providing a high level of service. o Gather customer feedback to improve support services and user experience. 5. Team Collaboration: o Work closely with other support teams to share insights and ensure consistent service. o Participate in regular team meetings to discuss updates, challenges, and best practices. 6. Knowledge Maintenance: o Stay updated on company products, features, and promotions to provide relevant and timely assistance. o Suggest improvements to FAQs and help center resources based on recurring inquiries. 7. Performance Metrics: o Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT). Qualifications:  Education: o Should be a graduate  Experience: o 3-4 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred).  Skills: o Excellent written communication skills with a focus on clarity, grammar, and tone. o Strong problem-solving abilities and attention to detail. o Proficiency in chat platforms and CRM tools (e.g., Zendesk, LiveChat, Freshdesk). o Ability to multitask and handle multiple chat sessions simultaneously. Preferred Skills:  Familiarity with e-commerce, D2C, or customer support processes.  Experience in data entry and accurate documentation.  Basic understanding of troubleshooting steps for technical queries. Working Conditions:  Rotational shifts, including nights, weekends, and holidays, as required.  Ability to work in a fast-paced, high-pressure environment.  Must be available to work for 6-Days a week Key Performance Indicators (KPIs):  Average response time.  First contact resolution (FCR) rate.  Customer satisfaction (CSAT) scores.  Chat handling time and concurrent session management.  Responsible for junior agents aligned and their performance. This position is ideal for individuals who thrive in online communication, have a passion for customer service, and can adapt to a fast-paced environment. Interested candidate can share their resume to sanobar.s@myfrido.com

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