Customer Service Representative

Accountability & Responsibilities of Role:

· Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner.

· Provide accurate information regarding products, services, billing, and policies.

· Troubleshoot problems and guide customers through step-by-step solutions when needed.

· Manage multiple chat conversations simultaneously while maintaining high-quality responses.

· Escalate unresolved or complex queries to the appropriate support level or department.

· Log all customer interactions accurately and thoroughly into the CRM or ticketing system.

· Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency.

· Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT).

Required Skills & Qualifications:

Must-Have:

· 0–3 years of experience in chat–based customer service or contact center role.

· Excellent written communication skills with strong grammar, punctuation, and tone awareness.

· Ability to multitask and manage concurrent chats effectively.

· Strong typing speed and accuracy (typically 35+ WPM).

· Familiarity with chat platforms and CRM tools.

Nice-to-Have:

· Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.

· Exposure to omnichannel support environments.

· Multilingual skills are an advantage.

Job Type: Full-time

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

• Provident Fund

Work Location: In person