- mail & Chat Support Executive – Job ResponsibilitiesHandle customer queries through email and live chat in a professional manner.
- Respond to customer requests within the defined SLA/TAT.
- Provide accurate information about products, services, orders, accounts, or processes.
- Understand customer issues and provide appropriate solutions.
- Handle complaints and escalations professionally.
- Maintain proper records of customer interactions in the CRM/ticketing system.
- Follow predefined email templates, communication guidelines, and quality standards.
- Coordinate with internal departments to resolve customer issues.
- Ensure correct grammar, spelling, tone, and professionalism in written communication.
- Manage multiple chat conversations while maintaining response quality.
- Prioritize urgent and significant customer requests.
- Follow company policies regarding data privacy and customer information.
- Meet daily productivity, response-time, quality, and customer satisfaction targets.
- Escalate unresolved or complex issues to the appropriate department.
- Maintain a positive customer experience throughout the interaction