Shift:
9-hour shift scheduled between 07:00 AM and 12:00 Midnight. Candidates should be comfortable working in split shifts as per business requirements.

Week Off:
6 days working with 1 rotational week off.

Job Summary

We are looking for a dedicated and customer-focused Chat Support Agent to handle customer interactions via chat and deliver an excellent support experience. The ideal candidate should have hands-on knowledge of CSAT, EHT, and SAR metrics, with a strong ability to manage multiple chats efficiently while maintaining quality and productivity standards.

Key Responsibilities

• Handle inbound customer queries through chat professionally and timely • Ensure high Customer Satisfaction (CSAT) scores

• Maintain optimal Effective Handling Time (EHT)

• Monitor and reduce Service Abandon Rate (SAR)





• Resolve customer issues in the first interaction

• Escalate complex cases when required

• Maintain proper documentation in CRM

• Meet daily, weekly, and monthly performance targets

Key Performance Indicators (KPIs)

• CSAT Score

• EHT Compliance

• SAR Control

• First Response Time (FRT) • Quality Audit Score

Required Skills & Qualifications

• 6 months – 4 years of experience in Chat Support • Positive understanding of CSAT, EHT & SAR metrics • Excellent written communication skills

• Strong multitasking ability

• Basic computer proficiency
- • Ability to work in split shifts

📌 Customer Support Executive (Gurugram)
🏢 NextMantra AI
📍 Gurugram