Customer Support Executive - Chat Support

As a Chat Support Agent in our Customer Success team, your role will involve providing prompt, accurate, and empathetic customer support through our digital channels. Your passion for exceptional service is crucial, even if you don't have experience with Freshchat or similar chat platforms. Key Responsibilities: - Respond to customer queries via live chat professionally and in a friendly manner, ensuring timely responses. - Understand customer needs to provide accurate solutions or guidance. - Maintain high standards of communication, empathy, and service quality. - Escalate complex issues to the Team Lead or relevant teams when necessary. - Follow defined workflows, SOPs, and quality guidelines effectively. - Manage multiple conversations simultaneously using Freshchat or similar tools. - Keep accurate records of customer interactions and resolutions. - Share customer feedback and recurring issues with the Team Lead for process improvement. - Meet or exceed defined performance metrics such as first response time, resolution rate, and CSAT. - Participate in training sessions and skill-building activities to stay updated on product knowledge and processes. Qualifications Required: - 1+ year of experience in customer support, preferably in chat-based support. - Familiarity with Freshchat, Freshdesk, or any other modern chat tool is preferred. - Excellent written communication skills with attention to grammar and tone. - Strong problem-solving skills and ability to multitask in a fast-paced environment. - High level of empathy, patience, and professionalism. - Flexibility to work in rotational shifts and weekends with 6 rotational week offs per month. (Note: The Job Type is Full-time),