Chat Support Executive

Key Responsibilities

• Customer Support: Resolve queries, process orders, and troubleshoot issues via real-time web chat.
• Multi-tasking: Manage multiple active chat sessions simultaneously without compromising response times or quality.
• Documentation: Log precise notes of customer interactions and resolutions into the CRM or ticketing system.
• Escalation: Identify complex or unresolved technical issues and seamlessly escalate them to the appropriate department.
• Knowledge Retention: Stay updated on product/service knowledge, company policies, and system troubleshooting steps. [1, 2, 3, 4, 5]

Essential Qualifications

• Education: Minimum of a High School Diploma or 10th/12th Pass; many employers prefer graduates or candidates with degrees in any stream.
• Communication: Exceptional written English/language proficiency, including proper grammar, spelling, and tone.
• Typing Skills: Strong typing capabilities, usually requiring a minimum of 35 to 45+ WPM with high accuracy.
• Soft Skills: Patience, empathy, and the ability to handle irate customers professionally in text format. [1, 2, 3, 4, 5]