Job Title - Customer Service Representative (Chat Support)

Location- Hyderabad

Workspace -WFO

Department - Operations Channel Chat Support

Language -English

Hours of Operation -Rotational Night Shifts

About the Role

We are looking for customer focused and detailed oriented customer service representatives to join our operations team. In this role, you will provide exceptional support to customers through chat and email channels, ensuring timely resolutions of inquiries while delivering a positive customer experience. The ideal candidate is an excellent communicator, possesses strong problem- solving skills, and thrives in a fast-paced environment.

Key Responsibilities

Providing prompt and professional support to customers through chat and email channels. Respond to customer inquiries and resolve issues efficiently while maintaining high levels of customer satisfaction. Accurately communicate information related to products, services, policies, and processes.

Build customer trust through empathy, active listening, and effective written communication. Investigate customer concerns and provide appropriate resolutions within defined service standards. Document customer interactions and maintain accurate records in internal systems.

Manage customer communications during critical situations and escalations. Ensure compliance with company policies, procedures, and quality standards.

Essential Functions

Deliver exceptional customer service in every interaction. Gather, verify, and analyze customer information to provide effective solutions. Demonstrate empathy, patience, and professionalism when handling customer concerns.

Maintain thorough knowledge of products, services, systems,



and processes. Adapt quickly to new tools, technologies, and process updates. Meet and exceed performance metrics such as Quality, Customer Satisfaction (CSAT), Productivity, and Service Levels. Participate in team meetings, training sessions, and coaching activities. Perform additional duties and responsibilities as assigned.

Required Skills and Competencies

Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation Excellent attention to detail and problem-solving abilities. Ability to multitask and manage multiple customer interactions simultaneously. Strong customer-centric approach and interpersonal skills.

Ability to work effectively in a dynamic and rapid-paced environment. Proficiency in computer applications and web-based systems. Strong organizational and time-management skills. Ability to work flexible schedules, including weekends and holidays, as required.

Qualification & Expereince

High school diploma or equivalent required Minimum 6 months of experience in Customer Service, International Chat Support, or BPO Operations. Strong typing and multitasking abilities Must successfully clear background verification requirements.

Why Join Us

Opportunity to work with a global customer experience organization. Collaborative and inclusive work culture. Structured training and career growth opportunities. Exposure to international customers and best-in-class service practices.

If you are coming for the walk-in interview, please mention Simu” at the top of your resume as a reference.

For any Queries

Contact HR Simu

(phone hidden)

or, [email protected]

📌 Walk-in || We are Hiring! International Chat Process-0 Month-2 Years (Hyderabad)
🏢 IntouchCX
📍 Hyderabad