The US Food Delivery Customer support chat process involves communicating with customers through live chat and assist them with food delivery-related quires and concerns.

Key Responsibilities

Customer Support: Provide customer support to US-based customers through live chat and assist them with food delivery-related queries and concerns.

Order Management: Assist customers with order placement, order status, delivery tracking, order modifications, and cancellations as per company policies.

Delivery Issues: Resolve customer concerns related to delayed deliveries, missing items, incorrect orders, and undelivered orders.

Refunds and Compensation: Process eligible refunds, credits, and compensation requests in accordance with company policies and established guidelines.

Restaurant Coordination: Coordinate with restaurants, delivery partners, and internal teams to resolve order-related issues and ensure a smooth customer experience.

Complaint Resolution: Handle customer complaints professionally, provide appropriate resolutions, and ensure customer satisfaction.

Chat Handling: Manage multiple customer chats simultaneously while maintaining accuracy, professionalism, and service quality.

Communication Skills: Demonstrate excellent written English communication skills with proper grammar, spelling, and a customer-friendly approach.

Customer Satisfaction: Maintain customer satisfaction, quality, productivity, and response-time targets as per the process requirements.

Documentation: Maintain accurate records of customer interactions, complaints, resolutions, refunds, and other relevant details in the CRM system.

Policy Compliance: Follow company policies, standard operating procedures (SOPs),



data privacy guidelines, and customer service protocols.

Escalation Management: Escalate complex or unresolved customer issues to the appropriate department or supervisor within the defined timelines.

Performance Metrics: Meet key performance indicators (KPIs), including chat response time, resolution time, quality scores, productivity, and customer satisfaction.

Qualified Conduct: Maintain a positive attitude, empathy, and professionalism while handling customer queries, complaints, and challenging situations.

Preferred Experience:

* Candidates with prior 6 months or 1 year experience into any international chat / non-Voice process Experience are preferred.

* Experience in international chat processes or US customer Handling will be an added advantage.

* Candidates with experience handling over customer objections are preferred.

* Good English communication skills and active Typing abilities are essential.

* Strong negotiation, problem-solving, and customer-handling skills are desirable.

* Ability to work with targets and perform in a fast-paced environment.

Education: Graduate required

CTC: 28K / 24 In-Hand

Cabs: Rs.1800 one side / Rs.3600 Both sides (Reimbursement)

Work Location: Noida Sector 144

Documents Required

Candidates should have the following documents available:

Education Documents

- Aadhaar Card

- PAN Card

- Educational Certificates / Marks Memos

Previous Employment Documents

- Offer Letter

- Previous Organization Pay Slips

- Relieving / Experience Letter

Interview Process

- 1st Round HR Initial Screening

- 2nd Round Operation round

- 3rd Round Client Round

Contact person: HR Ashwini @ (phone hidden)

📌 Customer Support Executive (Non Voice) (Noida)
🏢 Shell Infotech
📍 Noida