Chat Support Executive

Customer Support:

· Respond to customer inquiries and resolve issues promptly through live chat platforms for customers across the globe

· Connect with appropriate departments to provide quick resolution to customers i.e warhouse or stock control team etc.

· Open and maintain customer accounts by recording account information

· Provide accurate information and guidance on products and services related to orders/ new accounts/pricing

· Recommend new products or services by collecting customer information and analyzing customer needs

· Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

· Effectively manage multiple chats simultaneously while maintaining a high level of customer satisfaction

· Handle complaints, provide appropriate resolutions within the time limits, and follow up to ensure closure

· Keep records of customer interactions, process customer accounts, and file documents

· Escalate complex issues to relevant teams when necessary

Reporting and Communication:

· Regularly share data-driven insights with the customer service team and relevant stakeholders to inform decision-making.

· Develop and present clear and concise reports on customer feedback and trends.

· Collaborate with other departments to implement improvements based on customer data analysis.

· Proficiency in MS Office Suite (Outlook,Excel, Word, PowerPoint)

· Familiarity with online chat platforms and customer relationship management (CRM) systems

· Should be proficient using google translator

· Exposure to HUBSPOT or NAVISION will be an added advantage

Microsoft Excel

Advanced knowledge of formulas, functions (e.g., VLOOKUP,HLOOKUP,Macros Pivot Tables) and data analysis.

Ability to create and maintain reports, dashboards, and spreadsheets.

Microsoft PowerPoint:

· Expertise in creating professional presentations with animations, charts, and visual aids

Job Type: Contractual / Temporary
Contract length: 3 months

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits:

• Cell phone reimbursement

Work Location: In person