Job Summary

We are looking for a dedicated and customer-oriented Chat Support Executive to join our remote team in India. The ideal candidate will provide prompt and professional support to customers through live chat by addressing inquiries, resolving issues, and ensuring a positive customer experience. This role requires excellent written communication skills, strong problem-solving abilities, and the ability to multitask in a fast-paced environment.

Key Responsibilities

- Respond to customer inquiries through live chat in a timely and professional manner.
- Resolve customer issues related to products, services, orders, billing, and account management.
- Provide accurate information regarding company products, services, and policies.
- Troubleshoot basic technical and account-related issues and escalate complex cases when necessary.
- Maintain detailed records of customer interactions in the CRM or ticketing system.
- Handle multiple chat conversations simultaneously while maintaining service quality.
- Collaborate with internal teams to resolve customer concerns efficiently.
- Follow up with customers to ensure complete issue resolution.
- Meet key performance indicators (KPIs), including response time, resolution time, customer satisfaction (CSAT),



and quality scores.
- Identify recurring customer issues and provide feedback to improve support processes.
- Stay updated on company products, services, and support procedures.
- Ensure compliance with company policies and data privacy standards.

Qualifications

- Bachelor's degree in any discipline or equivalent work experience.
- 1+ years of experience in Chat Support, Customer Support, Customer Service, or a similar role.
- Excellent written communication and typing skills.
- Strong problem-solving and customer service abilities.
- Basic computer knowledge and familiarity with CRM or help desk software.
- Ability to manage multiple chat sessions efficiently.
- Ability to work independently in a remote setting.
- Willingness to work rotational shifts, weekends, or night shifts as required.

Preferred Qualifications

- Experience in BPO, SaaS, e-commerce, healthcare, banking, or technology support.
- Familiarity with CRM systems such as Salesforce, HubSpot, Zoho CRM, or Freshdesk.
- Experience supporting international customers.
- Basic technical troubleshooting knowledge is an added advantage.

📌 Chat Support Executive (India)
🏢 iConsultera
📍 India