Customer support, Chat process

About the Role

This is a full-time, on-site Customer Support – Chat Process role based in Jaipur.

Key Responsibilities

• Handling customer queries and issues via online chat channels in a professional, timely, and accurate manner.
• Managing multiple conversations.
• Providing clear resolutions.
• Ensuring a positive customer experience with every interaction.
• Documenting interactions.
• Escalating complex cases to the appropriate teams.
• Following standard operating procedures and service-level agreements.
• Collaborating with colleagues and supervisors to improve processes and maintain high customer satisfaction scores.

Requirements & Tech Stack

• Good written English communication skills.
• Typing speed suitable for real-time chat support.
• Ability to work in rotational shifts, including weekends and holidays, as required.

Qualifications

• Strong Customer Support and Customer Satisfaction skills.
• Solid Interpersonal Skills for clear and empathetic communication.
• Relevant Technical Support capabilities to troubleshoot basic issues.
• Analytical Skills to understand customer needs and identify effective solutions.
• Previous experience in a chat process or contact center environment is an advantage.
• Minimum educational qualification: high school diploma or equivalent; higher education is preferred.