Customer support executive - chat process

Job Title: Customer Service Executive – Whats App / Chat Process

Location: Balewadi, Pune

Role: Onsite

Work Mode: Six days a week (Mon-Saturday) Rotational Week-off

Job Summary

We are looking for a dynamic and customer-focused Customer Support Executive to provide exceptional service through live chat/Whats App. As a Customer Support Executive, you will handle customer inquiries, resolve issues efficiently, and ensure a seamless online experience. You will represent the brand's voice, maintaining professionalism and empathy while adhering to company policies and procedures.

Key Responsibilities

1. Customer Assistance

Respond promptly to customer queries through live chat & Whats App in a courteous and professional manner. Provide accurate information about products, services, and policies.

2. Issue Resolution

Identify customer problems and troubleshoot to find quick resolutions. Handle escalated, complex or unresolved issues and resolve appropriately.

3. Process Adherence

Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency. Log interactions accurately in the CRM or ticketing system.

4. Customer Satisfaction

Strive to exceed customer expectations by providing a high level of service. Gather customer feedback to improve support services and user experience.

5. Team Collaboration

Work closely with other support teams to share insights and ensure consistent service. Participate in regular team meetings to discuss updates, challenges, and best practices.

6. Knowledge Maintenance

Stay updated on company products, features, and promotions to provide relevant and timely assistance. Suggest improvements to FAQs and help center resources based on recurring inquiries.

7. Performance Metrics

Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT).

Qualifications / Education

Should be a graduate / postgraduate.

Experience

0 – 3 years of experience in customer support or a related role, preferably in live chat or Whats App (preferred).

Skills

Excellent written communication skills with a focus on clarity, grammar, and tone. Strong problem-solving abilities and attention to detail. Proficiency in chat platforms and CRM tools (e.g., Zendesk, Live Chat, Freshdesk, Whats App Support). Ability to multitask and handle multiple chat sessions simultaneously.

Preferred Skills

Familiarity with e-commerce, D2 C, or customer support processes. Experience in data entry and accurate documentation.

Interested candidates can share their resumes at: pritam.s@ & kiran.m@