Customer Service Specialist

Job Posting: Web Chat & Social Media Support Specialist

Location: On-site- Kharadi Pune

Shift: 24x7 Rotational-Self Travel

Experience: 3–4 Years (Web Chat for US clients)

About the Role

We are looking for a highly skilled Web Chat & Social Media Support Specialist to manage real-time customer interactions across web chat and social media platforms. The ideal candidate has exceptional written English skills, understands social media engagement dynamics, and can respond to customer queries using free-form communication rather than strict scripts.

Key Responsibilities

• Handle customer interactions via web chat and social media platforms with high accuracy and professionalism

• Draft clear, grammatically correct, and empathetic responses in English

• Manage and resolve customer questions, concerns, and feedback in a timely manner

• Use free-flow communication style while maintaining brand tone and service quality

• Collaborate with internal teams to escalate and resolve complex issues when required

• Maintain performance metrics including response time, quality scores, and customer satisfaction

Required Skills & Qualifications

• 3–4 years of experience managing web chat processes for US clients

• Excellent written and communication skills in English

• Strong understanding of social media channels and customer interaction norms

• Ability to think creatively and respond with appropriate tone and context

• Comfortable working in a 24x7 environment with rotational shifts

• Strong multitasking, problem-solving, and time-management skills

Preferred

• Prior BPO / Customer Success / Online Community Support experience

• Knowledge of CRM or chat support tools