Customer Support Executive - Chat Process

Frido · India

Job Title: Customer Service Executive – WhatsApp / 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/WhatsApp. 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 & WhatsApp 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 WhatsApp (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, LiveChat, Freshdesk, WhatsApp Support).
• Ability to multitask and handle multiple chat sessions simultaneously.

Preferred Skills

• Familiarity with e-commerce, D2C, or customer support processes.
• Experience in data entry and accurate documentation.

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