Customer Support Executive - Chat Support

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We are looking for an enthusiastic and customer-focused Chat Support Agent to join our Customer Success team. The ideal candidate will be passionate about delivering prompt, accurate, and empathetic support through our digital channels. Experience with Freshchat or similar chat platforms is an advantage, but a strong commitment to providing exceptional service is essential.

Key Responsibilities

Respond to customer queries via live chat in a timely, professional, and friendly manner.

Understand customer needs and provide accurate solutions or guidance.

Maintain high standards of communication, empathy, and service quality.

Escalate complex issues to the Team Lead or relevant teams when required.

Follow defined workflows, SOPs, and quality guidelines.

Use Freshchat (or similar tools) effectively to manage multiple conversations simultaneously.

Keep accurate records of customer interactions and resolutions.

Share customer feedback and recurring issues with the Team Lead for process improvement.

Meet or exceed defined performance metrics (e.g., first response time, resolution rate, CSAT).

Participate in training sessions and skill-building activities to stay updated on product knowledge and processes.

Requirements

1+ year of experience in customer support (preferably in chat-based support).

Familiarity with Freshchat, Freshdesk, or any other modern chat tool is preferred.Excellent written communication skills with attention to grammar and tone.

Strong problem-solving skills and ability to multitask in a fast-paced environment.

High level of empathy, patience, and professionalism.Flexible to work in rotational shifts and week offs (6 rotational week offs per month)

Job Type: Full-time

Pay: ₹250,000.00 - ₹350,000.00 per year

Work Location: In person