Chat Support Executive

Key Responsibilities

Customer Support (Chat)

• Respond to customer queries via chat within defined SLAs.
• Provide clear, concise, and empathetic assistance using approved scripts and knowledge base guidance.
• Handle general inquiries related to orders, delivery status, missing/damaged items, promotions.

Order & Delivery Resolution

• Track and update customers about order status and delivery delays.
• Process refunds and compensation as per policy.
• Communicate with internal teams when required to resolve order or delivery issues.

Operational & Administrative Work

• Verify customer information following company protocols.
• Log all interactions accurately in ticketing systems.
• Classify and categorize conversations for reporting and analytics.
• Identify recurring issues and flag them to the supervisor or L2 team.

Escalation Management

• Escalate complex, policy-exception, or technical cases to L2 or relevant teams.
• Follow escalation matrix and maintain clear communication on next steps with customers.

What We’re Looking For

Mandatory Skills

• Excellent written communication skills.
• Strong comprehension and ability to provide quick, accurate responses.
• Customer-first mindset with empathy and patience.
• Ability to multitask across multiple conversation windows.
• Minimum Typing Speed of >35 WPM with 90% Accuracy

Preferred Skills

• Experience with chat-based customer service (e.g., food/grocery delivery, e-commerce, or quick commerce).
• Familiarity with CRM tools such as Kapture, Zendesk, Freshdesk, or similar.

Soft Skills

• Problem-solving ability with limited information.
• Calm under pressure during peak hours or high-volume situations.
• Good time management and attention to detail.
• Ability to adapt quickly to new tools and policy changes.

Qualifications

• Minimum 6 months–2 years of customer service experience (chat preferred).
• High school diploma or Bachelor’s degree.
• Comfortable working in a fast-paced, operational environment.
• Willingness to work in shifts, weekends, and holidays as per business needs.

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• Average Handling Time (AHT)
• First Contact Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Accuracy in logging & resolution compliance

Internal Quality Audits