Customer Support Associate_Chat Process

5 days ago

Bengaluru, Karnataka, India Flobiz A Unit Of Valorem Stack Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job Summary: We are looking for a proactive and empathetic Customer Support Associate (L1) to manage live chat interactions with our customers. You will be the first point of contact for users, helping to resolve issues, answer product-related questions, and provide an exceptional support experience.

Key Responsibilities:

  • Respond promptly and professionally to customer inquiries via live chat.
  • Understand and resolve customer issues within defined SLAs.
  • Document interactions and resolutions accurately in the CRM/system.
  • Escalate complex issues to L2 or relevant internal teams.
  • Follow standard operating procedures (SOPs) and maintain process compliance.
  • Provide product and service-related information clearly and concisely.
  • Identify and report common customer feedback or recurring issues.
  • Maintain a high level of customer satisfaction (CSAT) and quality scores.
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams.

Requirements:

  • 02 years of experience in customer support or a similar role.
  • Excellent written communication skills in English and Hinglish.
  • Ability to multitask and stay organized in a fast-paced environment.
  • Good problem-solving skills and attention to detail.
  • Comfortable working with support tools, CRMs, and chat platforms.
  • Willingness to work in shifts, including holidays.
  • Patience when handling tough cases
  • Able to write in Hinglish.
  • Typing speed of 38 to 40 WPM with 90% and above accuracy
  • Should be a graduate

Location: Bommanahalli, HSR Layout.

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