Chat Support Executive

Ghrs Training

1 - 4 years

1 - 4 Lacs

Pune Maharashtra India

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Live Chat Support Written Communication Skills (Excellent) Typing Speed (High Accuracy) Grammar Troubleshooting

Work Mode

On-site

Job Type

Full Time

Job Description

Chat Support Delivery:
Handle customer inquiries, concerns, and issues primarily via live chat, ensuring quick response times and efficient resolution.
Problem-Solving:
Diagnose and troubleshoot customer issues, guiding them through steps to resolve problems related to products, services, or technical difficulties.
Information Provision:
Provide accurate and comprehensive information about products, services, policies, and procedures.
Multi-Tasking:
Effectively manage multiple chat conversations simultaneously, prioritizing and responding promptly without compromising quality.
Documentation:
Accurately document all customer interactions, issues, and resolutions in the CRM or ticketing system.
Customer Satisfaction:
Strive to achieve high customer satisfaction scores (CSAT) by delivering empathetic, friendly, and effective support.
Escalation:
Identify and escalate complex or unresolved issues to the appropriate internal teams (e.g., Tier 2 support, technical teams) in a timely manner.
Product Knowledge:
Maintain up-to-date knowledge of all products, services, and company policies to provide accurate information.
Compliance:
Adhere to all company guidelines, policies, and data privacy regulations during interactions.
Feedback & Improvement:
Provide feedback on recurring customer issues or system deficiencies to contribute to continuous improvement efforts.

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