Chat Support Executive

About the Role

• A retail chain with approximately forty stores in the south is establishing a chat support line.
• This role is a chat-only position, with no voice queue.
• Customers will reach out regarding orders, exchanges, and store stock.

Key Responsibilities

• Handle inbound chats from the retail chain's website and app.
• Answer questions on order status, returns, exchanges, and store stock availability.
• Loop in a store or supervisor when a query requires it.
• Manage multiple chats concurrently during busy hours, especially around sales and festive periods.
• Answer inbound chat queries on orders, deliveries, returns, and stock.
• Run multiple live chats in parallel during peak hours without losing accuracy.
• Escalate exchange, refund, or complaint cases to the appropriate store or supervisor.
• Log every conversation clearly for colleagues to understand and continue.
• Flag recurring issues back to the support lead.

Requirements & Tech Stack

• Fast, accurate typing.
• Comfort holding several conversations at once.
• Patience with repeat questions.
• A calm tone in written complaints.
• Willingness to work store-adjacent shifts, including weekends.

Qualifications

• 0 to 2 years of experience.
• Freshers with good written English are welcome.
• Good to have: Any prior retail, e-commerce, or customer-facing experience.
• Good to have: Familiarity with a helpdesk or live-chat tool.