Chat Support Executive

Location:

Experience:

Education:

Working Conditions:

• Monday to Friday – 9:30 AM to 6:30 PM
• Ability to manage high chat volumes while maintaining quality.

Role Overview:

The Chat Support Executive is responsible for providing prompt, professional, and accurate assistance to customers via chat-based support channels. This role ensures a seamless customer experience by responding quickly to queries, resolving issues within SLAs, escalating when necessary, and maintaining high customer satisfaction scores (CSAT).

Key Responsibilities:

Customer Support Management

• Log in and stay active on all assigned support channels (e.g., WhatsApp, Email, in-app chat).
• Respond to new incoming chats promptly while adhering to SLAs for first response and resolution time.
• Review and clear any pending or unresolved chats from the previous day.

Case Handling & Documentation

• Categorize and update each interaction in CRM or support platforms (e.g., Resolved, Escalated, Bug, Feedback).
• Escalate issues to the relevant internal teams as per defined SOPs (technical, billing, product-related).
• Follow up on unanswered or missed chats to ensure complete resolution.

Knowledge Management

• Identify and flag gaps in FAQs or knowledge base content to improve self-service options.
• Stay updated on new product features, internal announcements, and known issues to provide accurate information.

Reporting & Insights

• Share a daily chat summary with the team, highlighting recurring issues, customer feedback, and trends.
• Maintain and share daily performance reports without fail.

Performance Metrics

• Consistently meet or exceed targets for CSAT, resolution rates, and SLA compliance.
• Maintain adherence to chat handling SOPs and quality standards.

Skills & Qualifications:

Technical Skills:

• Proficiency in using CRM and chat support tools.
• Strong typing skills and multitasking ability.

Soft Skills:

• Excellent written communication skills.
• Empathetic, customer-first mindset.
• Problem-solving and conflict resolution skills.
• Attention to detail and process adherence.