E-Commerce Chat Support Executive

As a Customer Support Representative, you will serve as the primary point of contact for customers, managing a wide range of inquiries and concerns. This role requires a patient and professional communicator who can effectively multitask and is dedicated to delivering exceptional customer service. You will handle inbound chats and emails, addressing complaints, requests, order statuses, follow-ups, and general questions while ensuring a positive customer experience.

Key Responsibilities

- Professionally manage a high volume of inbound customer interactions via chat and email, addressing complaints, requests, order status updates, and general inquiries.
- Deliver an outstanding customer experience by maintaining a professional, empathetic, and courteous demeanor in every interaction.
- Accurately identify customer needs, troubleshoot issues, and provide clear, correct solutions in line with company policies and procedures.
- Navigate multiple software applications simultaneously, including CRM systems, order management platforms, and knowledge bases.
- Strive to meet and exceed individual and team performance metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).

Required Qualifications

- Minimum education level of Intermediate or equivalent.
- Proven experience of at least six months in a customer-facing role.
- Strong verbal communication skills in English are essential.
- Ability to multitask efficiently and maintain composure under pressure.

Preferred Qualifications and Benefits

- Medical insurance coverage including outpatient department (OPD) benefits.
- Provident Fund with flexible investment options.
- Leave encashment and annual leave entitlements.
- Comprehensive on-the-job training to support your professional growth.
- Two days off per week to ensure work-life balance.
- Ergonomic furniture and well-equipped infrastructure to create a comfortable working environment.
- Referral rewards program to encourage team growth.
- Annual salary increments based on performance.
- Conveyance facility to ease daily commute.
- Loan facility available for employees.
- Employee appreciation programs to recognize and reward outstanding contributions.

This position offers an excellent opportunity to join a dynamic team committed to delivering world-class customer support while benefiting from a supportive work environment and comprehensive employee perks.