Customer Care Executive – Chat & Voice (Blended Process)

Customer Care Executive – Chat & Voice (Blended Process)

Company: Qsc Solutions

Position: Customer Care Executive – Blended Process

Open Positions: 4

Process: Chat + Voice

Experience: Minimum 1 year in Chat/Chat Support – Mandatory

Job Summary

We are looking for experienced and customer-focused Customer Care Executives to join our Blended Customer Support Process, handling customer interactions through both Chat and Voice.

The ideal candidate must have prior hands-on experience in a Chat Support/Chat Process, with strong written communication, good typing skills and the ability to manage multiple customer conversations simultaneously. Experience in voice/blended customer support will be an added advantage.

The candidate will be responsible for resolving customer queries related to products, orders, installations, warranty and technical issues while maintaining high standards of customer experience, accuracy and turnaround time.

Key Responsibilities

• Handle customer interactions through Chat and Voice Calls in a blended support environment.
• Provide accurate, timely and professional responses to customer queries.
• Manage multiple chat conversations simultaneously while maintaining response time and quality standards.
• Handle voice calls as per process requirements and provide effective resolution.
• Resolve customer queries related to:
• Product information
• Orders and deliveries
• Installation
• Warranty
• Service requests
• Basic technical troubleshooting
• Guide customers through step-by-step troubleshooting and resolution.
• Create, update and maintain customer tickets and interaction records accurately in the CRM.
• Follow defined SOPs, processes, scripts and communication guidelines.
• Achieve defined CSAT, Quality, Productivity, TAT and other process KPIs.
• Escalate unresolved or complex customer issues to the appropriate internal team.
• Maintain a professional, empathetic and customer-first approach across all interactions.
• Ensure accurate documentation of every customer interaction.

Mandatory Eligibility Criteria

• Minimum 1 year of hands-on experience in Chat Process / Chat Support – Mandatory.
• Candidates without prior Chat Process/Chat Support experience should not be considered.
• Prior experience in Blended Chat + Voice Process will be preferred.
• Graduate in any discipline preferred.
• Excellent written and verbal communication skills in English and Hindi.
• Strong typing speed with good accuracy.
• Ability to handle multiple chats simultaneously.
• Comfortable working on CRM, ticketing systems, chat platforms and call-handling tools.
• Good problem-solving and customer-handling skills.
• Strong listening and communication abilities.
• Patient, professional and customer-oriented approach.
• Willingness to work as per business/process requirements.

Preferred Candidate Profile

The preferred candidate should have experience in a customer service/contact centre environment, particularly in:

• Chat Support
• E-commerce Customer Support
• Consumer Electronics Support
• Technical/Product Support
• After-Sales Support
• Blended Chat & Voice Process

Candidates with experience handling product-related queries, technical troubleshooting, warranty/service requests or installation support will be preferred.

Key Skills

Must Have:

• Chat Support Experience
• Excellent Written Communication
• Good English & Hindi
• Typing Speed & Accuracy
• Multi-chat Handling
• Customer Service Skills
• Problem Solving
• CRM/Ticketing Knowledge

Good to Have:

• Voice Process Experience
• Blended Process Experience
• Technical/Product Support Experience
• Warranty/After-Sales Support Experience

Selection Criteria

Candidates will be evaluated on:

1. Prior Chat Support experience – Mandatory
2. Written English communication
3. Hindi communication
4. Typing speed and accuracy
5. Ability to handle multiple chats
6. Customer-handling skills
7. Problem-solving ability
8. Voice communication skills
9. CRM/ticketing system familiarity
10. Overall customer-service orientation