Chat Support Executive - Mumbai, Maharashtra, India - AFTERSHOCK

AFTERSHOCK

Verified Company

Mumbai, Maharashtra, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Title:
Chat Support Executive

Position Overview:

Experience: 1-2 years

Location:
Santacruz

Key Responsibilities:

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Provide Chat Support:

Respond promptly to customer inquiries and requests via chat channels, including live chat on our website, messaging apps, and social media platforms.
Assist customers with product information, account inquiries, order status updates, and technical support issues.

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Troubleshooting and Issue Resolution:

Identify customer issues and troubleshoot technical problems by providing stepbystep instructions, troubleshooting tips, or escalating issues to the appropriate department for resolution.
Resolve customer complaints, concerns, and escalations in a timely and professional manner, ensuring customer satisfaction and retention.

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Product Knowledge and Training:

Maintain a thorough understanding of our products, services, and policies to provide accurate and helpful information to customers.
Participate in product training sessions and stay uptodate on new features, updates, and promotions.

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Documentation and Reporting:

Document customer interactions, inquiries, and resolutions accurately in the chat support system or CRM software.
Generate reports and analyze chat support metrics, including response times, resolution rates, and customer satisfaction scores.

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Quality Assurance:

Adhere to company policies, procedures, and service standards to ensure consistency and quality in chat support interactions.
Participate in quality assurance initiatives, feedback sessions, and coaching sessions to improve performance and service delivery.

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Customer Relationship Management:

Build rapport and establish positive relationships with customers through proactive communication, active listening, and empathy.
Anticipate customer needs and provide personalized assistance to enhance the customer experience and foster loyalty.

Qualifications:

Bachelor's degree or equivalent experience.
Previous experience in customer support, chat support, or a related field is preferred but not required.
Excellent written and verbal communication skills, with proficiency in typing and grammar.
Strong problemsolving abilities and attention to detail.
Ability to multitask and manage multiple chat conversations simultaneously.
Empathy, patience, and a customercentric mindset.
Familiarity with CRM software, live chat platforms, and messaging apps is a plus.

Pay:
₹15, ₹30,000.00 per month

Schedule: