Customer Experience Specialist

Job Description -

Email & Chat Associate : Role Overview:

Motivated and customer-centric Chat & Email Support Executive to manage customer queries through digital channels such as web chat, WhatsApp, and email. The role requires excellent written communication skills, problem-solving ability, and a customer-first attitude to deliver a seamless experience to VISLs B2B and B2C customers.

Handle customer inquiries both over chat, email and if required Follow up customer on calls where necessary.

Provide accurate information on products, orders, services, invoices, and other queries.

Escalate unresolved queries to relevant teams and ensure timely resolution. Maintain chat etiquette, tone, and professionalism at all times.

Draft personalized, clear, and grammatically correct responses ensuring complete resolution.

Prioritize emails based on urgency and business impact.

Investigate customer complaints thoroughly to provide first-contact resolution (FCR).

Coordinate with internal teams (Sales, Logistics, Warehouse, Accounts) for case closures.