International Customer Support Chat Process

Company: IntouchCX

Job Title: Customer Service Associate (International Chat Process)

About the Role

IntouchCX is hiring Customer Service Associates for its International Chat Support Process in Hyderabad. This is a Work From Office (WFO) role requiring candidates to work in 24/7 Rotational Shifts.

Key Responsibilities

• Respond to customer queries through live chat professionally and in a timely manner.
• Understand customer requirements and provide appropriate product and service solutions.
• Resolve customer issues through effective troubleshooting and accurate information.
• Maintain high customer satisfaction by providing prompt and courteous support.
• Handle multiple chat conversations simultaneously while meeting response time targets.
• Update and maintain accurate customer records and interaction logs in the CRM system.
• Follow company policies, quality standards, and data privacy guidelines.
• Coordinate with internal teams to resolve customer concerns efficiently.
• Meet key performance metrics including CSAT, FRT, AHT, and Resolution Rate.

Requirements & Tech Stack

• English communication (written and verbal)
• Typing accuracy
• Customer-focused approach
• CRM system
• 24/7 Rotational Shifts (including night shifts)
• Work From Office (Hyderabad)

Qualifications

• 10+2 (Mandatory)
• Three-year Diploma holders
• Undergraduates
• BE/B.Tech graduates
• Graduates from any stream

Experience

• Freshers and experienced candidates can apply.
• Prior international chat support experience will be an advantage.

Skills

• Excellent written and verbal English communication.
• Good typing speed and accuracy.
• Ability to multitask and handle multiple chat conversations.
• Strong problem-solving and customer service skills.
• Good grammar, spelling, and written comprehension.
• Willingness to work in rotational shifts, including night shifts.

Salary and Benefits

• Salary Package: 3 LPA to 4 LPA
• Working Days: 5 days a week
• Weekly Offs: 2 rotational offs
• Shift Timings: 24/7 rotational shifts
• Cab Facility: Free two-way cab facility

Contact Information

• HR Contact: Vandana
• Email: [email protected]
• Contact Number: 7075920946
• Please mention HR Vandana on your resume while applying.