Department: Customer Support / Community Management
Location: Zirakpur Head Office
Job Type: Full-Time
Experience: 1–3 Years
Opening: 1 Position
Job Summary
We are looking for a Chat Manager to manage customer and community conversations across chat and messaging platforms. The candidate will be responsible for ensuring timely and skilled responses, resolving queries, and maintaining a high standard of customer communication.
Key Responsibilities
- Manage customer and community conversations across chat and messaging platforms.
- Ensure timely, accurate, and professional responses to customer queries.
- Monitor incoming queries, complaints, feedback, and requests.
- Coordinate with relevant departments to resolve customer issues effectively.
- Ensure response quality, professional tone, and consistency with brand communication standards.
- Handle multiple chats and conversations simultaneously while maintaining response quality.
- Identify recurring customer queries and coordinate with relevant teams for suitable solutions.
- Track common issues and provide feedback to improve the customer experience.
- Maintain records of customer interactions and important queries.
- Monitor response times and ensure timely resolution of customer concerns.
- Support the development and improvement of FAQs, standard responses, and chat communication processes.
- Prepare basic reports related to chat volume, queries, response time, and resolution.
Required Skills
- Excellent written communication skills.
- Strong customer service and query-resolution skills.
- Good multitasking and response-management abilities.
- Patience, empathy, and strong problem-solving skills.
- Good understanding of professional customer communication.
- Ability to handle difficult or escalated conversations calmly.
- Strong coordination and follow-up skills.
- Familiarity with CRM and chat management tools will be an advantage.
- Good knowledge of social media and messaging platforms.
Qualification
- Graduate in any discipline.
- 1–3 years of relevant experience in customer support, chat support, community management, or a similar role.
- Experience handling customer conversations through chat/messaging platforms will be preferred.