Chat Support Executive

About the Role

We seek enthusiastic and customer-centric individuals to join our International Non-Voice Support team in Hyderabad. This position involves handling chat queries from international customers, particularly for the US market. Candidates will work on rotational shifts and are expected to contribute to delivering a superior customer service experience.

Primary Responsibilities

• Handle multiple live chat conversations simultaneously, primarily supporting customers from the US.
• Address queries related to accounts, billing, subscriptions, and general support issues.
• Provide effective solutions ensuring customers are satisfied with the outcomes.
• Utilize active listening and interpersonal skills to handle customer concerns professionally.
• Maintain high customer satisfaction scores (CSAT) and adhere to quality service standards.
• Document all customer interactions accurately using CRM tools.
• Follow established call/chat handling processes and comply with company guidelines.
• Meet key performance indicators such as Quality Score, Average Handle Time (AHT), CSAT, and overall productivity.
• Develop customer rapport to achieve first-contact resolution when possible.

Candidate Requirements

• At least 6 months experience in international non-voice support processes, customer service, or technical/email support roles.
• Strong verbal and written English communication skills.
• Good problem-solving capabilities combined with a customer-first attitude.
• Excellent listening and probing skills, along with the ability to manage escalations tactfully.
• Able to work efficiently in a fast-paced environment and on rotating shifts.
• Basic computer and CRM software proficiency.
• Exposure to BPO, chat support, call center, or contact center environments is advantageous.

Educational Qualifications

Candidates must have completed High School Diploma, Intermediate, or Graduate degree in any discipline.

Compensation and Benefits

• Monthly salary ranging from 18,000 to 28,000 INR.
• Eligibility for performance incentives and recognition programs.
• Provident Fund (PF) and Employee State Insurance (ESI) benefits.
• Opportunities for career advancement and professional growth.
• An employee-friendly workplace environment.

Additional Information

Work Location: B16, Mindspace, 5th Floor, Behind Inorbit Mall, Hyderabad

Work Schedule: 5 working days per week with 2 rotational weekly offs; rotational shift timings for the US customer support process.

Recruitment Safety Notice: The company strictly does not charge any fees for recruitment or employment-related processes. Candidates are cautioned against fraudulent job postings and should verify any suspicious communications through official company channels.

Interview Details: Walk-in interviews conducted on-site; candidates should bring their updated resume and Aadhaar card, referencing HR Vijaya.