Chat Support Executive (225-1012)

A Chat Support Executive is a customer service professional who manages and resolves customer queries through chat platforms. They play a crucial role in ensuring customer satisfaction by providing accurate information, troubleshooting problems, and fostering a positive customer experience. Chat Support Executives need to be excellent communicators, capable of handling multiple conversations simultaneously while maintaining a friendly and professional demeanor. The position requires a keen understanding of company products or services, excellent problem-solving skills, and the ability to navigate various software systems efficiently. Successful Chat Support Executives are those who can empathize with customers, resolve issues promptly, and work with other team members to enhance service delivery.

Responsibilities

• Engage with customers through chat support platforms to resolve queries effectively.
• Provide instant support and guidance on company products or services offered.
• Manage and document customer interactions in the company's CRM system accurately.
• Address customer inquiries and troubleshoot technical issues promptly and efficiently.
• Collaborate with team members to improve customer service processes and solutions.
• Educate customers on company's policies, features, or updates as necessary.
• Escalate complex or unresolved issues to higher-level technical support specialists.
• Gather customer feedback to assist in enhancing product and service offerings.
• Meet assigned team performance metrics including response time and customer satisfaction.
• Maintain a high level of professionalism and empathy in all customer interactions.
• Keep updated with product knowledge and company-wide service changes or policies.
• Assist in training new hires and sharing best practices with colleagues when needed.

Requirements

• Excellent written communication skills suited for professional customer interactions.
• Previous experience in a customer service or similar role is preferred.
• Strong multitasking capabilities to manage multiple customer chats efficiently.
• Proficient in using chat-based support tools and CRM systems effectively.
• Ability to remain patient and understand customer needs and concerns empathetically.
• High school diploma or equivalent educational qualification is required.
• Adequate problem-solving skills to offer effective and timely solutions.
• Flexible to work different shifts including nights, weekends, and public holidays.