Chat Support Executive

16 hours ago

Mumbai Maharashtra, India AFTERSHOCK Full time

**Job Title: Chat Support Executive**

**Position Overview**:
Experience: 1-2 years

Location: Santacruz

**Key Responsibilities**:

- **Provide Chat Support**:

- Respond promptly to customer inquiries and requests via chat channels, including live chat on our website, messaging apps, and social media platforms.
- Assist customers with product information, account inquiries, order status updates, and technical support issues.
- **Troubleshooting and Issue Resolution**:

- Identify customer issues and troubleshoot technical problems by providing step-by-step instructions, troubleshooting tips, or escalating issues to the appropriate department for resolution.
- Resolve customer complaints, concerns, and escalations in a timely and professional manner, ensuring customer satisfaction and retention.
- **Product Knowledge and Training**:

- Maintain a thorough understanding of our products, services, and policies to provide accurate and helpful information to customers.
- Participate in product training sessions and stay up-to-date on new features, updates, and promotions.
- **Documentation and Reporting**:

- Document customer interactions, inquiries, and resolutions accurately in the chat support system or CRM software.
- Generate reports and analyze chat support metrics, including response times, resolution rates, and customer satisfaction scores.
- **Quality Assurance**:

- Adhere to company policies, procedures, and service standards to ensure consistency and quality in chat support interactions.
- Participate in quality assurance initiatives, feedback sessions, and coaching sessions to improve performance and service delivery.
- **Customer Relationship Management**:

- Build rapport and establish positive relationships with customers through proactive communication, active listening, and empathy.
- Anticipate customer needs and provide personalized assistance to enhance the customer experience and foster loyalty.

**Qualifications**:

- Bachelor's degree or equivalent experience.
- Previous experience in customer support, chat support, or a related field is preferred but not required.
- Excellent written and verbal communication skills, with proficiency in typing and grammar.
- Strong problem-solving abilities and attention to detail.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Empathy, patience, and a customer-centric mindset.
- Familiarity with CRM software, live chat platforms, and messaging apps is a plus.

Pay: ₹15,000.00 - ₹30,000.00 per month

Schedule:

- Day shift

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 8291023564

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