Chat Process Executive

This section outlines key responsibilities found in a typical chat process job description, focusing on real-time digital communication. These duties are critical in backend or live chat agent job descriptions across BPOs, ecommerce, and service-based platforms.

• Respond to customer queries via live chat platforms promptly
• Assist users in navigating product features or resolving issues
• Maintain chat accuracy while managing multiple conversations
• Log customer interactions and issue summaries in CRM tools
• Escalate unresolved cases to appropriate teams following process flows
• Use predefined scripts and knowledge base articles where applicable
• Ensure adherence to average response and resolution time benchmarks
• Verify customer details and provide account-specific support securely
• Handle backend documentation for chat closure and feedback tagging
• Follow chat tone, etiquette, and brand communication standards