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 in 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 a 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 Types: Full-time, Permanent

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

Ability to commute/relocate:

• Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Current CTC:
• Expected CTC:
• Notice period:

Language:

• English (Required)

Work Location: In person