Customer Support Executive Chat
TP · Gurugram · onsite · Posted 46d ago
About a minute. You'll make an account on the way through.
About this role
Interested Candidates please share CV on [email removed]
Job Overview We are seeking detail-oriented and customer-focused individuals for the Chat Process. The role involves handling customer interactions through chat, resolving billing-related concerns, and ensuring a smooth and satisfactory customer experience. This is a non-voice role suitable for candidates with strong written communication skills.
Key Responsibilities
Customer Interaction (Chat Support)
- Handle inbound and outbound customer queries via chat
- Respond promptly and professionally to customer concerns
- Maintain a friendly, empathetic, and solution-oriented tone
Billing & Account Support
Resolve issues related to:
- Billing discrepancies and invoice clarifications
- Payment failures and refunds
- Subscription plans, upgrades, and cancellations
- Educate customers about billing policies and charge
Issue Resolution
- Identify customer problems and provide quick and accurate solutions
- Escalate complex cases to higher support levels when required
- Ensure First Contact Resolution (FCR) wherever possible
Documentation & Compliance
- Maintain accurate records of customer interactions
- Follow company policies, compliance standards, and data security guidelines
Performance & Quality
- Meet key performance indicators (KPIs), including:
- Average Response Time (ART)
- Customer Satisfaction (CSAT)
- Resolution Rate
- Quality Scores
- Graduate Freshers eligible
- Undergraduate candidates with minimum 6 months of experience
Experience
- Freshers can apply
- Prior experience in chat support, BPO, or billing processes is a plus
Skills Required
- Excellent written English communication skills
- Good typing speed (minimum 2530 WPM preferred)
- Strong attention to detail and accuracy
- Basic understanding of billing or financial transactions
- Ability to handle multiple chats simultaneously
- Problem-solving and analytical thinking
- Customer-first mindset
Work Schedule
- Process Type: Non-Voice (Chat Support)
- Shift: Rotational shifts (including night shifts)
- Working Hours: 9-hour shift (including breaks)
- Week Off: 2 rotational offs per week
Interested Candidates please share CV on [email removed]
Sourced from naukri