Chat Support Executive

Job Description

Role & responsibilities Manage incoming customer queries via live chat (in-app and web) with accuracy and empathy Assist customers in eSIM activation, usage issues, plan clarifications, and billing queries Provide KYC guidance and support, ensuring compliance and clarity. Maintain clear, concise, and professional written communication Handle multiple chat sessions simultaneously while maintaining response quality Escalate unresolved or critical issues to the Supervisor or support team Document and categorize all queries in the CRM system. Monitor and respond to customer queries or concerns raised on social platforms such as: Facebook, Instagram, X (formerly Twitter), LinkedIn, Quora, etc. Engage with users using brand-approved tone and guidelines to resolve concerns or direct them to support channels. Escalate high-priority or sensitive public complaints to the supervisor for prompt resolution. Tag and categorize queries for tracking and reporting. Preferred candidate profile Minimum education: 12th pass or Diploma holder 5 to 7 years of experience in customer service (chat support preferred) Prior experience in Travel, E-commerce, Banking , Subscription industry or similar service sectors is preferred Deep familiarity with chat-based support and escalation handling.