Email & Chat Process Intern

About the Role

Crossing Infotech is seeking an Email & Chat Process Intern to assist with customer communication and daily support tasks via email and online chat. This internship is ideal for freshers looking to gain professional experience in customer support, query handling, documentation, and service operations.

Key Responsibilities

• Respond to customer queries through email and chat.
• Understand customer questions and provide information following approved guidelines.
• Maintain clear, polite, and professional written communication.
• Accurately record customer conversations and relevant details.
• Categorize incoming queries according to established processes.
• Follow up on pending customer requests.
• Escalate issues requiring assistance from other teams.
• Maintain updated customer-support records.
• Assist with resolving routine questions and requests.
• Track open and completed conversations.
• Prepare basic daily or weekly support reports.
• Identify frequently asked questions and share observations with the team.
• Coordinate with internal departments for additional information.
• Follow standard operating procedures and communication guidelines.
• Maintain confidentiality of customer and company information.

Requirements & Tech Stack

• Good written English communication.
• Ability to write clear and professional emails.
• Good typing and computer skills.
• Patient and customer-focused approach.
• Ability to understand customer concerns.
• Good attention to detail.
• Ability to follow processes and instructions.
• Good time-management skills.
• Willingness to learn customer-support tools.
• Comfortable working with computers and online communication tools.

Good to Have

• Familiarity with CRM or ticketing systems.
• Basic knowledge of Excel or Google Sheets.
• Previous customer-service experience.
• Familiarity with email-support workflows.
• Knowledge of customer-support metrics.
• Experience using communication and collaboration platforms.

Qualifications

• Freshers and recent graduates.
• Candidates from any graduation background.
• Candidates interested in customer support, email support, chat support, or operations.