UK Chat Support Executive

Key Responsibilities:

• Provide real-time customer support via live chat for UK-based clients.
• Handle customer inquiries related to orders, returns, billing, product information, and general support.
• Maintain a high level of professionalism and empathy during all customer interactions.
• Follow standard operating procedures (SOPs) and resolve customer issues within set SLAs.
• Document all customer interactions accurately in CRM systems.
• Escalate complex issues to the appropriate internal teams when required.
• Meet or exceed daily productivity and quality targets (e.g., average handling time, CSAT, FCR).

Requirements:

• Excellent written English communication skills (UK grammar and spelling preferred).
• Minimum education: HSC / Graduate in any stream.
• 0 months to 2 years of experience in a customer support/chat process preferred (Freshers with good command over English can apply).
• Typing speed of at least 35–40 WPM with high accuracy.
• Familiarity with CRM tools (Zendesk, Freshdesk, Salesforce, etc.) is an advantage.
• Ability to work in rotational shifts (if required).

Key Skills:

• Written Communication
• Problem-Solving
• Customer Handling
• Typing Speed & Accuracy
• Patience & Empathy
• Multitasking
• Time Management

Performance Metrics (KPIs):

• CSAT (Customer Satisfaction Score)
• AHT (Average Handling Time)
• FCR (First Contact Resolution)
• Quality Score
• Response Time

Job Type: Full-time

Pay: ₹12,064.00 - ₹15,000.00 per month

Benefits:

• Commuter assistance
• Provident Fund

Work Location: In person

Expected Start Date: 20/08/2025