Customer Support Executive
Job Description
Position Title
Chat Support Executive
Location - Koramangala Bangalore
Job Type - Contractual 6 Month
Department
Customer Support / Customer Service / Email Support
Salary - 25000/ Month
Job Summary
We are seeking a customer-focused and proactive Chat Support Executive to handle customer queries and provide timely assistance through chat-based communication channels. The ideal candidate should possess excellent written communication skills, problem-solving abilities, and a customer-centric approach to ensure a positive customer experience.
Key Responsibilities
Respond to customer queries via live chat, messaging platforms, email, or support portals.
Provide accurate information regarding products, services, orders, and processes.
Resolve customer complaints and escalate complex issues to the appropriate team when necessary.
Maintain a professional and empathetic tone during customer interactions.
Handle multiple chat conversations simultaneously while maintaining response quality.
Record customer interactions and update CRM/support systems accurately.
Follow standard operating procedures (SOPs) and service guidelines.
Meet response time, resolution time, and customer satisfaction targets.
Coordinate with internal departments for issue resolution.
Identify recurring customer issues and provide feedback for process improvements.
Required Skills & Qualifications
Bachelor’s degree or equivalent qualification.
0–3 years of experience in customer support, chat process, or customer service (freshers may apply).
Excellent written communication and typing skills.
Strong problem-solving and multitasking abilities.
Basic computer knowledge and familiarity with CRM or support tools.
Ability to work in rotational shifts, if required.
Customer-focused attitude with patience and professionalism.
Preferred Skills
Experience with live chat software and ticketing systems.
Knowledge of customer handling and conflict resolution techniques.
Fast typing speed with high accuracy.
Fluency in English and Hindi; additional regional languages are a plus.
Key Performance Indicators (KPIs)
Average response time
Customer satisfaction score (CSAT)
First contact resolution rate
Chat handling efficiency
Quality assurance score
Adherence to shift and process compliance
