Job Description: Chat Support Agent 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 – 2 years of experience in Chat Support • Good understanding of CSAT, EHT & SAR metrics • Excellent written communication skills • Robust multitasking ability • Basic computer proficiency • Ability to work in split shifts

📌 Chat Support Agent (Gurugram)
🏢 NextMantra AI
📍 Gurugram