Email Chat & Customer Support Executive

Job Overview

We are seeking a professional Email Chat & Customer Support Executive to join our team at Phonepe in Mumbai, Maharashtra. This role requires excellent communication skills and a strong focus on customer satisfaction.

Key Responsibilities

• Interact courteously and professionally with customers via email and chat platforms.
• Practice active listening to fully comprehend customer concerns before responding.
• Communicate information clearly, ensuring simplicity, accuracy, and ease of understanding.
• Quickly identify problems and offer appropriate solutions to resolve customer issues.
• Gain a thorough understanding of the company's products, services, policies, and procedures.
• Maintain patience and empathy when assisting customers, particularly those who may be upset.
• Manage complaints effectively, aiming to solve issues during the first contact.
• Adhere to proper etiquette during calls and chats, including greetings, verification, conversation flow, and closing statements.
• Accurately document all customer interactions, complaints, and resolutions in the CRM system.
• Consistently achieve productivity goals, maintain high customer satisfaction, quality standards, and meet performance targets.