Senior Customer Service Executive

Job Title: Senior Customer Service Executive

Job Summary:

We are looking for a dynamic and customer-focused Chat Support Executive to provide exceptional service through live chat. As a Chat Support Executive, you will handle customer inquiries, resolve issues efficiently, and ensure a seamless online experience. You will represent the brand's voice, maintaining professionalism and empathy while adhering to company policies and procedures.

Key Responsibilities:

1. Customer Assistance:

live chat & WhatsApp

o Provide accurate information about products, services, and policies.

2. Issue Resolution:

o Identify customer problems and troubleshoot to find quick resolutions.

Handle escalated

3. Process Adherence:

o Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.

CRM or ticketing system.

4. Customer Satisfaction:

customer expectations

feedback

5. Team Collaboration:

support teams

discuss updates

6. Knowledge Maintenance:

company products

o Suggest improvements to FAQs and help center resources based on recurring inquiries.

7. Performance Metrics:

customer satisfaction scores (CSAT).

Qualifications:

 Education: o Should be a graduate

 Experience: o 3-4 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred).

 Skills: o Excellent written communication skills with a focus on clarity, grammar, and tone.

o Strong problem-solving abilities and attention to detail.

o Proficiency in chat platforms and CRM tools (e.g., Zendesk, LiveChat, Freshdesk).

o Ability to multitask and handle multiple chat sessions simultaneously.

Preferred Skills:

 Familiarity with e-commerce, D2C, or customer support processes.

 Experience in data entry and accurate documentation.

 Basic understanding of troubleshooting steps for technical queries.

Working Conditions:

 Rotational shifts, including nights, weekends, and holidays, as required.

 Ability to work in a fast-paced, high-pressure environment.

 Must be available to work for 6-Days a week

Key Performance Indicators (KPIs):

 Average response time.

 First contact resolution (FCR) rate.

 Customer satisfaction (CSAT) scores.

 Chat handling time and concurrent session management.

 Responsible for junior agents aligned and their performance. This position is ideal for individuals who thrive in online communication, have a passion for customer service, and can adapt to a fast-paced environment.

Interested candidate can share their resume to sanobar.s@myfrido.com