Chat Support Associate

- Job Title: Chat Support Associate

- Department: Customer Support

- Location: Lower Parel (5 minutes away from Lower Parel Station)

- Reports to: Lead

About IIDE:

IIDE is Asia's most trusted digital marketing institute, offering government-recognised online, offline, and postgraduate programs. We empower students, graduates, and working professionals to transform their careers and stay future-ready in the ever-evolving digital landscape.

About the Role:

As a Chat Support Associate at IIDE, you will be the front line of our customer support team, providing exceptional assistance to our users via chat. Your role will focus on helping customers with inquiries, resolving issues, and ensuring a smooth experience throughout their journey with IIDE. You will play an integral part in maintaining customer satisfaction while ensuring that queries are handled efficiently and professionally.

What You'll Do:

1. Customer Interaction & Support:

- Respond to customer inquiries via live chat, providing accurate and timely information regarding services, courses, and general queries.

- Resolve customer issues related to courses, registrations, payments, and other inquiries while maintaining a positive customer experience.

- Maintain high service standards and a professional tone in all customer interactions.

2. Sales Support & Lead Management:

- Assist in qualifying potential leads through chat interactions, offering relevant course information, and converting inquiries into sales opportunities.

- Update and track all customer interactions and lead information in the CRM (Leadsquared or other tools as required).

- Collaborate with the sales team to ensure the successful conversion of leads and provide support through the sales pipeline.

3. Data Management & Reporting:

- Accurately document chat interactions, customer inquiries, and support resolutions.

- Maintain data integrity in Google Sheets for tracking customer interactions and sales leads.

- Assist in generating reports on customer queries, sales performance, and team productivity.

4. Multitasking & Performance Tracking:

- Efficiently manage multiple chat conversations simultaneously while ensuring a high quality of service.

- Meet KPIs for response times, customer satisfaction, and resolution rates.

- Proactively follow up on unresolved issues and ensure complete customer satisfaction.

5. Additional Duties:

- Perform any other reasonable duties as assigned by the management to support the customer support team.

Requirements

Who You Are:

Must-Have:

- Proven experience in a customer-facing chat role (e.g., chat support, customer service, sales support, or lead generation).

- High proficiency in Google Sheets for data entry, tracking, and basic analysis.

- Strong written communication skills in English, with an ability to maintain clarity and professionalism in all interactions.

- Ability to type quickly and accurately.

- Strong organizational skills and attention to detail.

- A proactive and disciplined approach to managing tasks, multitasking, and meeting deadlines.

- Ability to handle customer queries with empathy and a solutions-oriented mindset.

- Experience with Leadsquared or other sales CRM tools is a plus.

Nice-to-Have:

- Experience in digital marketing, educational services, or related industries.

- Familiarity with online learning platforms or course management systems.

- Certifications in customer service or sales support.