Chat Support Executive

Role & responsibilities :

Designation: Customer Success Executive Chat Support

Experience: 12 Years
Location: Bangalore

About DrinkPrime

DrinkPrime is a subscription-based drinking water solution that was founded to address the unreliable supply of safe drinking water across urban India. Over time, we have evolved into an organisation driven by a singular missionto change the way people think about the water they drink.

Through our subscription-based model, we provide customers with smart water purifiers that use integrated technology to monitor the quality of the water they consume every day. At DrinkPrime, we are committed to making safe drinking water accessible and affordable for every household in India.

We are backed by Tier-1 venture capital firms and prominent angel investors who believe in our vision, mission, and team. With our technology-first approach, we are taking on this ambitious challenge and creating meaningful impact.

Be a part of history. Join us, and let's solve this problem together.

Purpose of the Role

We are looking for an enthusiastic and customer-focused Customer Success Executive – Chat Support to join our Customer Success team. The ideal candidate will be passionate about delivering prompt, accurate, and empathetic support through digital channels. Experience with Freshchat or similar chat support platforms is an added advantage, but a strong commitment to providing exceptional customer 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 appropriate guidance.
• Maintain high standards of communication, empathy, and service quality.
• Escalate complex issues to the Team Lead or relevant internal teams whenever required.
• Follow defined workflows, Standard Operating Procedures (SOPs), and quality guidelines.
• Use Freshchat (or similar chat support tools) to manage multiple customer conversations efficiently.
• Maintain accurate records of customer interactions, queries, and resolutions.
• Share customer feedback and recurring issues with the Team Lead to support continuous process improvement.
• Meet or exceed defined performance metrics, including:
  
• First Response Time (FRT)
• Resolution Rate
• Customer Satisfaction (CSAT)
• Participate in training sessions and skill development activities to stay updated on product knowledge, processes, and best practices.

Required Skills & Qualifications

• 1–2 years of experience in customer support, preferably in chat-based support.
• Familiarity with Freshchat, Freshdesk, or similar customer support platforms is preferred.
• Excellent written communication skills with strong attention to grammar, clarity, and tone.
• Strong problem-solving and analytical skills.
• Ability to multitask and perform effectively in a fast-paced environment.
• High levels of empathy, patience, professionalism, and customer orientation.
• Willingness to work in rotational shifts and rotational week-offs (6 week-offs per month).
• Ability to collaborate effectively with cross-functional teams and adapt to changing business requirements.

Preferred candidate profile :[phone removed]