Chat Support Executive

Customer Support Executive(non-voice)
Job description

Responsibilities

• You will use email and chat applications to give clients quick answers to their queries.
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Collaborate with other team members and departments to ensure customer satisfaction
• Ask customers targeted questions to quickly understand the root of the problem
• Address and resolve customer complaints or concerns in a professional and timely manner
• Update our internal databases with information about technical issues and useful discussions with customers
• Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Prioritize and manage several open issues at one time
• Maintain jovial relationships with clients

Requirements

• At least 1-3 years of chat or social media customer support, escalation, or retention experience in B2B, B2C process
• The strong customer-centric thought process
• Excellent verbal and written communication skills in English.
• Good probing skills
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Patience when handling tough cases
• Be a fast learner, understand our product in and out
• Flexible to work in rotational shifts and week offs
• Open to taking additional responsibilities

Job Type: Full-time, Work From Office

Job Type: Full-time

Pay: ₹8,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off

Schedule:

• Day shift
• Night shift
• Rotational shift

Ability to commute/relocate:

• Madhapur, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you currently based out in Hyderabad?

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• Customer support: 1 year (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person