Chat Support Executive

Position OverviewThe Chat Support Agent is responsible for handling customer interactions through live chat, ensuring timely, accurate, and professional responses. The role requires strong communication skills, attention to detail, and the ability to resolve customer queries efficiently while maintaining high service quality standards.

• Key ResponsibilitiesRespond to customer queries through chat in a timely and professional manner.
• Provide accurate information regarding products, services, policies, and processes.
• Troubleshoot basic issues and guide customers toward appropriate solutions.
• Maintain high levels of quality, adherence, and productivity as per process requirements.
• Update customer records and document interactions accurately in the system.
• Escalate unresolved or critical issues to the designated support teams.
• Follow standard operating procedures (SOPs) for chat handling.
• Deliver consistent customer experience aligned with company guidelines.
• Meet performance metrics such as AHT, CSAT, Quality Score, and Response Time.
• Maintain professionalism and confidentiality in all communications.
• Required Skills & QualificationsExcellent written communication skills in English.
• Typing speed of 35+ WPM with good accuracy (as per process requirement).
• Strong problem-solving and analytical skills.
• Ability to multitask and manage multiple chat conversations simultaneously.
• Basic technical understanding as required for troubleshooting (depends on process).
• Prior experience in customer service/BPO/Chat process is preferred but not mandatory.
• Ability to work in shifts, weekends, or rotational schedules as needed.
• CompetenciesCustomer-first mindset
• Attention to detail
• Patience and empathy
• Time management
• Team collaboration
• Adaptability and willingness to learn
• EducationMinimum: 12th Pass / Graduate
• Additional certifications in customer service or communication are an advantage.
• Work EnvironmentFast-paced customer support environment