We are looking for a motivated Admin Associate /counselor with at least 1 year of experience in live chat support or customer service, admission counseling The ideal candidate will manage real-time customer interactions via chat, resolve queries quickly, maintain high-quality communication, and meet KPIs. Immediate joining is required.
Key Responsibilities
Handle incoming customer queries via live chat platforms (Zendesk Chat, Freshchat, Intercom, etc.).
Provide accurate, empathetic, and timely responses while following predefined scripts and policies.
Troubleshoot basic product/service issues and escalate complex cases to relevant teams.
Maintain high response and resolution rates while adhering to SLA and quality benchmarks.
Log interactions and update CRM/ticketing systems with clear notes.
Achieve daily/hourly productivity and quality targets.
Participate in training, quality feedback sessions, and process improvement initiatives.
Support simple order processing, refunds, and account updates when required.
Qualifications & Skills
Minimum 1 year experience in chat support, customer service, or BPO chat processes.
Strong written communication skills in English (additional languages will add advantage)
Comfortable typing quickly and accurately while multitasking.
Familiarity with chat/ticketing tools and basic CRM workflows.
Problem-solving mindset and ability to stay calm under pressure.
Basic computer skills: MS Office, web navigation.
Ability to work in shifts if required and join immediately.
Desired Attributes
Friendly, patient, and customer-focused attitude.
Quick learner and adaptable to changing processes.