Job Title

Location: Chennai Experience: 1–2 years in chat support, customer service, or related role.  Education: Bachelor’s degree preferred; diploma holders with relevant experience may apply. Working Conditions: Monday to Friday – 9:30 AM to 6:30 PM Ability to manage high chat volumes while maintaining quality. Role Overview: The Chat Support Executive is responsible for providing prompt, professional, and accurate assistance to customers via chat-based support channels. This role ensures a seamless customer experience by responding quickly to queries, resolving issues within SLAs, escalating when necessary, and maintaining high customer satisfaction scores (CSAT). Key Responsibilities: Customer Support Management Log in and stay active on all assigned support channels (e.g., WhatsApp, Email, in-app chat). Respond to new incoming chats promptly while adhering to SLAs for first response and resolution time. Review and clear any pending or unresolved chats from the previous day. Case Handling & Documentation Categorize and update each interaction in CRM or support platforms (e.g., Resolved, Escalated, Bug, Feedback). Escalate issues to the relevant internal teams as per defined SOPs (technical, billing, product-related). Follow up on unanswered or missed chats to ensure complete resolution. Knowledge Management Identify and flag gaps in FAQs or knowledge base content to improve self-service options. Stay updated on new product features, internal announcements, and known issues to provide accurate information. Reporting & Insights Share a daily chat summary with the team, highlighting recurring issues, customer feedback, and trends. Maintain and share daily performance reports without fail. Performance Metrics Consistently meet or exceed targets for CSAT, resolution rates, and SLA compliance. Maintain adherence to chat handling SOPs and quality standards. Skills & Qualifications: Technical Skills: Proficiency in using CRM and chat support tools. Strong typing skills and multitasking ability. Soft Skills: Excellent written communication skills. Empathetic, customer-first mindset. Problem-solving and conflict resolution skills. Attention to detail and process adherence.