Job Title: Customer Service Executive – WhatsApp / Chat ProcessLocation: Balewadi, PuneRole: OnsiteWork Mode: Six days a week (Mon-Saturday) Rotational Week-offJob SummaryWe are looking for a dynamic 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 Responsibilities1. 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.5.
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.- Robust 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: &
📌 Customer Support Executive - Chat Process (Nashik)
🏢 Frido
📍 Nashik