Position: Chat Process Executive

Department: Customer Support / Operations

Reporting To: Team Leader / Operations Manager

Employment Type: Full-Time

Location: Noida

Experience: 6 Months–3 years

About the Role

We are looking for a Chat Process Executive to handle customer queries through chat and provide timely, accurate, and professional assistance. The candidate will be responsible for understanding customer requirements, resolving queries, providing relevant information, and ensuring a positive customer experience.

Key Responsibilities

- Handle customer queries through WhatsApp, website chat, CRM, and other chat platforms.
- Respond to customers promptly and professionally.
- Understand customer requirements and provide appropriate information or solutions.
- Follow up with customers regarding enquiries, orders, appointments, payments, or other service-related matters.
- Maintain accurate customer information and interaction details in the CRM.
- Convert genuine customer enquiries into successful bookings/orders where applicable.
- Coordinate with the sales, operations, support, and other internal teams for issue resolution.
- Escalate complex or unresolved queries to the Team Leader/concerned department.
- Follow predefined communication guidelines, scripts, and processes.
- Maintain a polite, helpful, and professional tone in all customer interactions.
- Handle multiple chats simultaneously while maintaining response quality.
- Ensure proper follow-up on pending customer conversations.
- Maintain daily reports and update relevant CRM records.




- Meet assigned targets related to response time, resolution, conversions, follow-ups, and customer satisfaction.
- Maintain confidentiality of customer information.

Required Skills
- Excellent written communication skills in English and/or Hindi.
- Good typing speed and accuracy.
- Solid customer-handling and communication skills.
- Ability to understand customer requirements quickly.
- Good follow-up skills.
- Comfortable handling multiple conversations simultaneously.
- Basic knowledge of CRM systems, WhatsApp, email, and MS Office.
- Positive attitude and willingness to learn.
- Ability to work under targets and timelines.

Preferred Candidate Profile
- Graduate / 12th Pass with relevant experience.
- 0–3 years of experience in chat support, customer support, telecalling, sales support, e-commerce, or a similar role.
- Freshers with good communication and typing skills may also be considered.
- Experience in NGO, Trust,healthcare, wellness, Ayurveda, e-commerce, or customer service will be an advantage.

Key Performance Indicators (KPIs)
- Response time
- Chat handling quality
- Customer satisfaction
- Query resolution rate
- Follow-up completion
- Lead/order conversion, where applicable
- CRM data accuracy
- Attendance and adherence to working hours

Note: Interested candidates can call us at (phone hidden) and Whatsapp their resume at (phone hidden).

Pay: ₹14,000.00 - ₹20,000.00 per hour

Benefits

- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Online Chat Representative (Noida)
🏢 CUBICALFOX
📍 Noida