Chat Support Executive

5 days ago

Zirakpur, India Khushi Fire safety pvt ltd Full time

**Job Summary**:
We are seeking a skilled and customer-oriented Chat Executive to join our support team in Zirakpur. As a Chat Executive, you will be responsible for providing real-time assistance to our customers through online chat channels, addressing their inquiries, resolving issues, and ensuring a positive and efficient support experience. This role requires excellent written communication skills, strong problem-solving abilities, and a customer-first attitude.

**Responsibilities**:

- **Providing Real-Time Chat Support**: Engaging with customers through online chat platforms to understand their inquiries and provide prompt and accurate responses.
- **Addressing Customer Inquiries**: Answering questions related to products, services, policies, and procedures effectively and professionally.
- **Resolving Customer Issues**: Diagnosing and resolving customer problems efficiently, utilizing available resources and tools. This may involve troubleshooting, providing step-by-step guidance, or escalating complex issues to the appropriate teams.
- **Processing Customer Requests**: Assisting customers with various requests such as order modifications, cancellations, returns, and account updates through the chat interface.
- **Maintaining a Positive Tone**: Communicating with customers in a friendly, empathetic, and professional manner, ensuring a positive interaction.
- **Multitasking and Time Management**: Handling multiple chat conversations simultaneously while maintaining accuracy and efficiency.
- **Accurate Record Keeping**: Documenting all chat interactions, inquiries, and resolutions accurately in the CRM system or other designated platforms.
- **Following Company Procedures**: Adhering to established customer service guidelines, chat protocols, and company policies.
- **Gathering Customer Feedback**: Collecting customer feedback during chat interactions and relaying it to relevant teams for improvement.
- **Meeting Performance Metrics**: Achieving targets related to response times, resolution rates, customer satisfaction scores, and chat handling efficiency.
- **Staying Updated**: Keeping abreast of product updates, company policies, and best practices for online customer support.
- **Escalating Issues Appropriately**: Identifying and escalating complex or urgent issues to senior support staff or other relevant departments as necessary.

Pay: ₹20,000.00 - ₹22,000.00 per month

Schedule:

- Day shift

Work Location: In person

**Speak with the employer**
+91 7888979205

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