Job Title: Customer Service Executive – WhatsApp / Chat ProcessLocation: Balewadi, PuneRole: Onsite Work Mode: Six days a week (Mon-Saturday) Rotational Week-offJob SummaryWe are looking for a dynamic and customer-focused Customer Support Executive to provide exceptional service through live chat/WhatsApp. As a Customer Support Executive, you will handle customer inquiries, resolve issues efficiently, and ensure a seamless online experience. You will represent the brand's voice, maintaining professionalism and empathy while adhering to company policies and procedures.Key Responsibilities1. Customer AssistanceRespond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner.Provide accurate information about products, services, and policies.2. Issue ResolutionIdentify customer problems and troubleshoot to find quick resolutions.Handle escalated, complex or unresolved issues and resolve appropriately.3. Process AdherenceFollow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.Log interactions accurately in the CRM or ticketing system.4. Customer SatisfactionStrive to exceed customer expectations by providing a high level of service.Gather customer feedback to improve support services and user experience.5.



Team CollaborationWork closely with other support teams to share insights and ensure consistent service.Participate in regular team meetings to discuss updates, challenges, and best practices.6. Knowledge MaintenanceStay updated on company products, features, and promotions to provide relevant and timely assistance.Suggest improvements to FAQs and help center resources based on recurring inquiries.7. Performance MetricsMeet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT).Qualifications / EducationShould be a graduate / postgraduate.Experience0 – 3 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred).SkillsExcellent written communication skills with a focus on clarity, grammar, and tone.Solid problem-solving abilities and attention to detail.Proficiency in chat platforms and CRM tools (e.G., Zendesk, LiveChat, Freshdesk, WhatsApp Support).Ability to multitask and handle multiple chat sessions simultaneously.Preferred SkillsFamiliarity with e-commerce, D2C, or customer support processes.Experience in data entry and accurate documentation.Interested candidates can share their resumes at: [email protected] & [email protected]

📌 Customer Support Executive - Chat Process (Maharashtra)
🏢 Frido
📍 Maharashtra