Job Title: Customer Service Executive – Whats App / Chat Process
Location: Balewadi, Pune
Role: Onsite

Work Mode: Six days a week (Mon-Saturday) Rotational Week-off

Job Summary

We are looking for a energetic and customer-focused Customer Support Executive to provide exceptional service through live chat/Whats App. 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 Responsibilities

1. Customer Assistance

- Respond promptly to customer queries through live chat & Whats App in a courteous and professional manner.
- Provide accurate information about products, services, and policies.

1. Issue Resolution

- Identify customer problems and troubleshoot to find quick resolutions.
- Handle escalated, complex or unresolved issues and resolve appropriately.

1. Process Adherence

- Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.
- Log interactions accurately in the CRM or ticketing system.

1. Customer Satisfaction

- Strive to exceed customer expectations by providing a high level of service.
- Gather customer feedback to improve support services and user experience.

1. Team Collaboration





- Work closely with other support teams to share insights and ensure consistent service.
- Participate in regular team meetings to discuss updates, challenges, and best practices.

1. Knowledge Maintenance

- Stay 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.

1. Performance Metrics

- Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT).

Qualifications / Education

- Should be a graduate / postgraduate.

Experience

- 0 – 3 years of experience in customer support or a related role, preferably in live chat or Whats App (preferred).

Skills

- Excellent written communication skills with a focus on clarity, grammar, and tone.
- Strong problem-solving abilities and attention to detail.
- Proficiency in chat platforms and CRM tools (e.g., Zendesk, Live Chat, Freshdesk, Whats App Support).
- Ability to multitask and handle multiple chat sessions simultaneously.

Preferred Skills

- Familiarity 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]

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