Chat Support Executive

About the Role

As a Chat Support Executive at IGNOU Galaxy, you will play a pivotal role in delivering exceptional customer service to students through WhatsApp communication channels.

Key Responsibilities

• Responding to customer queries promptly and professionally via WhatsApp.
• Coordinating with the content team to address customer concerns effectively.
• Providing tracking IDs for orders and ensuring timely delivery of study materials.
• Assisting customers with placing orders through the online portal.
• Offering support to leads during the order placement process.
• Taking orders and processing requests efficiently through WhatsApp.
• Providing solved PDFs and other relevant materials via WhatsApp.
• Ensuring customer satisfaction through personalized and efficient service delivery.
• Backend work of entering orders in a Spreadsheet and checking orders from the Dashboard.
• Providing confirmation to customers after backend checks.
• Taking tracking updates from content writers and helping customers.
• Dealing with customers regarding delayed orders, resolving issues by calming, understanding, and addressing their concerns.

Requirements & Tech Stack

• Fast Laptop, Mobile & Wifi Connection is mandatory.
• Proficiency in using WhatsApp and other messaging platforms.
• Backend work involving Spreadsheets and Dashboards.

Qualifications

• Excellent Communication Skills (Written & Verbal) in English & Hindi.
• Very Fast & efficient Message typing Proficiency.
• Ability to handle excessive work load.
• High degree of Patience and ability to understand customers.
• Excellent level of dedication and the zeal to earn money.
• Hardworking, Energetic, and Self Motivated.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritize tasks effectively.
• Familiarity with IGNOU programs and procedures is preferred but not required.
• Prior experience in customer service or support roles is advantageous.

Working Hours

• 9:00 AM – 7:00 PM (Monday to Sunday)
• Saturdays Fix Off.
• Only important national holidays observed.

Salary and Benefits

• Base salary: INR 10,000 Per month (Fixed).
• Additional Incentives: 10% - 25% depending on slabs (translates to INR [10000-70000]).
• Average monthly incentives ranging from INR 15,000 to INR 45,000 based on performance.
• Additional bonuses based on exceptional performance.
• Health insurance benefits provided.