Job Title: Customer Service Executive – WhatsApp / 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 agile 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 Responsibilities 1.

Customer

Assistance - Respond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner.

- Provide accurate information about products, services, and policies. 2.

Issue

Resolution - Identify customer problems and troubleshoot to find quick resolutions.

- Handle escalated, complex or unresolved issues and resolve appropriately. 3.

Process

Adherence - Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.

- Log interactions accurately in the CRM or ticketing system. 4.

Customer

Satisfaction - Strive to exceed customer expectations by providing a high level of service.

- Gather customer feedback to improve support services and user experience.




- 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. 6.

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. 7.

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 WhatsApp (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, LiveChat, Freshdesk, WhatsApp 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]

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