Customer service executive

Job Description As a Chat Support Executive at our growing company specializing in Customer Experience and Business Process Outsourcing (BPO), your role will involve managing high-volume inbound and outbound chat conversations across web and mobile platforms for consumer-facing brands in e-commerce, fintech, and SaaS industries. Your primary focus will be on resolving customer queries within defined Service Level Agreements (SLAs) while ensuring high Customer Satisfaction (CSAT) and efficient ticket resolution. **Key Responsibilities:** - Manage high-volume chat conversations, ensuring timely resolution of customer queries within SLAs. - Maintain excellent written clarity and CSAT through high first-contact resolution and timely follow-ups. - Log, update, and close tickets in the CRM/ticketing system; escalate complex issues and track resolutions. - Create and update knowledge-base articles and standard response templates to enhance response consistency and speed. - Collaborate with product, operations, and QA teams to identify recurring customer issues and drive process and product improvements. - Adhere to shift schedules, quality guidelines, data privacy, and security policies in an on-site contact center environment. **Qualifications Required:** - Excellent written English skills with strong grammar and clarity for chat communication. - Proven experience in chat-based customer support or contact center roles. - High typing speed with accuracy and ability to multitask across multiple chat windows. - Hands-on experience with ticketing systems and CRM workflows. - Ability to follow escalation protocols and manage case ownership until closure. - Willingness to work on-site in India and operate in rotational shift patterns. In addition to the above responsibilities and qualifications, familiarity with Zendesk or Freshdesk, experience with Intercom or LiveChat platforms, and prior customer support exposure in e-commerce, fintech, or SaaS domains are preferred. At our company, you can expect structured training, clear career progression within customer experience and operations roles, on-site team collaboration, performance-linked incentives, shift allowances, continuous learning opportunities, quality coaching, and recognition for high CSAT performers. Join us to be part of a dynamic team focused on delivering exceptional customer support and driving positive customer experiences. As a Chat Support Executive at our growing company specializing in Customer Experience and Business Process Outsourcing (BPO), your role will involve managing high-volume inbound and outbound chat conversations across web and mobile platforms for consumer-facing brands in e-commerce, fintech, and SaaS industries. Your primary focus will be on resolving customer queries within defined Service Level Agreements (SLAs) while ensuring high Customer Satisfaction (CSAT) and efficient ticket resolution. **Key Responsibilities:** - Manage high-volume chat conversations, ensuring timely resolution of customer queries within SLAs. - Maintain excellent written clarity and CSAT through high first-contact resolution and timely follow-ups. - Log, update, and close tickets in the CRM/ticketing system; escalate complex issues and track resolutions. - Create and update knowledge-base articles and standard response templates to enhance response consistency and speed. - Collaborate with product, operations, and QA teams to identify recurring customer issues and drive process and product improvements. - Adhere to shift schedules, quality guidelines, data privacy, and security policies in an on-site contact center environment. **Qualifications Required:** - Excellent written English skills with strong grammar and clarity for chat communication. - Proven experience in chat-based customer support or contact center roles. - High typing speed with accuracy and ability to multitask across multiple chat windows. - Hands-on experience with ticketing systems and CRM workflows. - Ability to follow escalation protocols and manage case ownership until closure. - Willingness to work on-site in India and operate in rotational shift patterns. In addition to the above responsibilities and qualifications, familiarity with Zendesk or Freshdesk, experience with Intercom or LiveChat platforms, and prior customer support exposure in e-commerce, fintech, or SaaS domains are preferred. At our company, you can expect structured training, clear career progression within customer experience and operations roles, on-site team collaboration, performance-linked incentives, shift allowances, continuous learning opportunities, quality coaching, and recognition for high CSAT performers. Join us to be part of a dynamic team focused on delivering exceptional customer support and driving positive customer experiences.