Customer Service Representative - Gurugram
5 hours ago
Job description
Purpose of Role: We are seeking a detail-oriented and customer-focused Customer Service Representative to handle real-time chat-based support / Voice based support for our customers. In this role, you will provide prompt, accurate, and courteous assistance through live chat and messaging channels, ensuring a smooth and satisfying customer experience. This position is ideal for individuals with strong written communication skills and a passion for solving problems efficiently in a digital environment.
Accountability & Responsibilities of Role:
- Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner.
- Provide accurate information regarding products, services, billing, and policies.
- Troubleshoot problems and guide customers through step-by-step solutions when needed.
- Manage multiple chat conversations simultaneously while maintaining high-quality responses.
- Escalate unresolved or complex queries to the appropriate support level or department.
- Log all customer interactions accurately and thoroughly into the CRM or ticketing system.
- Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency.
- Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT).
Required Skills & Qualifications:
Must-Have:
- 03 years of experience in chatbased customer service or contact center role.
- Excellent written communication skills with strong grammar, punctuation, and tone awareness.
- Ability to multitask and manage concurrent chats effectively.
- Strong typing speed and accuracy (typically 35+ WPM).
- Familiarity with chat platforms and CRM tools.
Nice-to-Have:
- Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.
- Exposure to omnichannel support environments.
- Multilingual skills are an advantage.
Success Metrics:
- Chat First Response Time (FRT)
- Chat Resolution Rate
- Customer Satisfaction (CSAT)
- Concurrent Chat Handling Efficiency
- Adherence to Quality and Compliance Standards
Work Environment & Schedule:
- Full-time role with shift flexibility, including evenings, weekends, or holidays as needed.
- On-site
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