We are looking for a highly motivated and customer-focused Customer Service Representative – Live Chat to join our team. The ideal candidate will provide prompt, accurate, and professional support to customers via live chat.

The successful candidate should be comfortable handling multiple conversations simultaneously, navigating different software systems, resolving customer concerns, and maintaining a positive and professional attitude in high-pressure situations.

This role requires excellent written English, strong analytical and multitasking abilities, attention to detail, and the ability to quickly learn and apply product information, policies, and procedures.

Key Responsibilities:

#Pre-Chat Support

- Respond to customer inquiries via chat.
- Greet customers and introduce yourself.
- Provide information about electrical and electronics products.
- Answer frequently asked questions.
- Route complex issues to senior agents.
- Respond to customer concerns.
- Handle customer feedback.
- Address customer suggestions
- Provide information about electrical and electronics services
- Help with product selection.

#Product Selection

- Help with product selection.
- Provide product recommendations.
- Offer product suggestions.
- Provide information about product compatibility.

# Order Support

- Help with order placement.
- Answer questions about order status.
- Provide shipping and delivery information.
- Assist with order cancellations.
- Help with returns and exchanges.

# Account Management

- Help with account creation.
- Answer questions about account settings.
- Assist with password resets.
- Provide information about account security.
- Help with account updates.

# Escalation and Resolution

- Escalate complex issues to senior agents.
- Resolve customer complaints.
- Provide solutions to customer problems.
- Offer alternatives and compromises.
- Help with conflict resolution.

# Post-Chat Support

- Follow up with customers.
- Gather feedback.
- Provide additional support.
- Offer loyalty programs.
- Encourage customer loyalty.

Candidate Requirements:





- Written + Spoken English: A high level of fluency in written and Spoken English is required.
- Typing Speed: A minimum typing speed of 60 - 70 words per minute (WPM) is required.
- Experience: Minimum 6 Months of customer service or live chat experience is preferred. E-commerce experience is an added advantage..
- Basic Operating System Knowledge: Good understanding of basic computer operating systems and general computer usage is required.
- E-commerce Knowledge: Basic knowledge of e-commerce products, services, customer journeys, and online transactions is required.
- Analytical Ability: Strong analytical and problem-solving skills with the ability to understand customer issues and identify appropriate solutions.
- Communication Skills: Ability to communicate clearly, professionally, and effectively with customers in English through written communication.
- Attention to Detail: Ability to maintain accuracy while handling multiple conversations and tasks.
- Computer Skills: Comfortable working with multiple applications, browser tabs, systems, and digital tools simultaneously.

Key Performance Expectations:

The successful candidate will be expected to-

- Maintain high customer satisfaction and service quality.
- Respond to customers promptly and professionally.
- Maintain accuracy while handling multiple conversations.
- Meet required typing speed and productivity targets.
- Resolve customer queries effectively within established guidelines.
- Demonstrate strong product and process knowledge.
- Follow company policies and escalation procedures.
- Consistently demonstrate professionalism, empathy, and emotional control.

Preferred Qualifications:

- Previous experience in e-commerce customer service, technical support, or live chat support (Min. 1 Year)
- Familiarity with online orders, payments, refunds, returns, shipping, and other e-commerce processes.
- Experience working in a quick-paced customer support environment.

Perks:

- USA Shift Timings (Night Shift Timings)
- Saturday and Sunday Off.
- 22k - 35k /Month (Depending upon Experience & Skillset)

This will be 90% Chat and 10% Call Process.

📌 Customer Service Representative – Live Chat Support (Vadodara)
🏢 Inspirio
📍 Vadodara