Chat Support Executive

**Requirements**:

- **Educational qualification**: Graduate or Undergraduate.
- Excellent communication skills in English and Malayalam.
- Exceptional customer service skills with empathy and patience.
- Ability to address customer inquiries, resolve issues, and provide accurate information.
- Maintain a positive and professional attitude when interacting with customers.
- Collaborate with team members to enhance overall customer satisfaction.
- Enthusiastic self-starter eager to learn new technologies.
- Thorough knowledge of systems and processes to provide accurate information to customers.
- Willingness to learn and retain a thorough working knowledge of all existing and new processes and procedures.
- Achievement-oriented with a focus on meeting Key Performance Indicators (KPIs) such as Call Handle Time, Quality, Customer Satisfaction (CSAT), and Dissatisfaction (DSAT).
- Immediate joiners preferred.
- Willingness to work in rotational or graveyard shifts.
- **Office Working Hours**: 9:00 am to 6:00 pm
- **Work Mode**: Office
- **Age**: 20-30

**Responsibilities**:

- Communicate with customers via live chat, WhatsApp chat, and other channels to promptly address inquiries and resolve issues.
- Efficiently gather customer information during interactions and record feedback for future reference.
- Handle questions and complaints across various channels.
- Arrange and conduct product demos to showcase features and benefits, ensuring customers have a clear understanding of the web app / mobile app.
- Follow up on customer requests post-demo to ensure their needs are addressed and to maintain a high level of service quality.
- Manage leads generated from interactions, actively working to convert them into sales opportunities.
- Update lead information and interactions in supporting systems to maintain accurate records and facilitate follow-ups.
- Provide accurate and detailed information about the product, emphasising its value in meeting customer needs and solving internal issues.
- Follow up with customers post-interaction to ensure satisfaction and encourage repeat purchases, fostering long-term relationships.
- Regularly engage with customers across different platforms, adjusting sales approaches based on customer feedback and demand, while also proactively suggesting improvements to meet consumer requirements.
- Maintain a positive and professional demeanour while collaborating with team members to enhance overall customer satisfaction.

**Key Skills**
- Excellent communication skills in English and Malayalam, both oral and written.
- Strong customer service skills, with experience preferred.
- Ability to adapt to rotational shifts and work independently.
- Patience and ability to remain calm under pressure.
- Effective problem-solving and interpersonal skills.
- Ability to listen attentively and tailor responses to meet specific client needs.
- Organisational skills for managing multiple tasks with accuracy and timeliness.
- Adherence to organisational policies and procedures.
- Flexibility to work various shifts.
- Immediate availability for joining.

**Salary**: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Ability to commute/relocate:

- Kochi, Kerala: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (required)

**Experience**:

- Chat Support: 1 year (required)

**Language**:

- English (required)

Work Location: In person