Customer Support Executive (Chat Support)

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Compensation:

Location:

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About Divine Hindu

Divine Hindu sells authentic spiritual products and ritual services to a pan-India audience. We value respect, authenticity, speed, and excellent customer experience.

Role summary

You will manage 400–500 customer chats per day

Key responsibilities

• Handle inbound chats — target

  400–500 chats/day

  .
• Use

  Shopify admin

  for order lookups, refunds, cancellations, and order notes.
• Use canned responses, macros, and templates to speed replies while maintaining personalization.
• Escalate unresolved issues to Warehouse/Logistics/Operations with clear notes and SLAs.
• Log all interactions in the ticketing system; update order notes and customer profiles.
• Maintain CSAT and first-response SLAs; meet chat resolution and accuracy targets.
• Assist in updating the knowledge base and creating reusable chat templates.
• Support festival peaks — flexible shifts or extra hours as required.

Must-have

• 6 months+ customer support experience (e-commerce preferred).
• Hands-on experience with

  Shopify admin

  (order lookups, refunds, tags, notes).
• Experience handling

  high-volume chat

  (400+ chats/day) OR strong experience with multi-concurrent chat tools and templating.
• Fluent in Hindi + English (written & spoken).
• Good typing speed and accurate data entry (preferred 35+ WPM).
• Calm under pressure, detail-oriented, ability to multi-task.

Nice-to-have

• Experience with Ozonetel / any cloud telephony / Freshdesk / Zendesk / Haptik / Gorgias.
• Experience with WhatsApp Business API or chat automation tools.

Send CV to hr@divinehindu.in