Customer Support Executive - Chat Process

Job Title: Customer Service Executive – WhatsApp / Chat Process Location: Balewadi, Pune Role: Onsite Work Mode: Six days a week (Mon-Saturday) Rotational Week-off Job Summary We are looking for a dynamic and customer-focused Customer Support Executive to provide exceptional service through live chat/WhatsApp. As a Customer Support Executive, you will handle customer inquiries, resolve issues efficiently, and ensure a seamless online experience. You will represent the brand's voice, maintaining professionalism and empathy while adhering to company policies and procedures. Key Responsibilities 1. Customer Assistance - Respond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner. - Provide accurate information about products, services, and policies. 2. Issue Resolution - Identify customer problems and troubleshoot to find quick resolutions. - Handle escalated, complex or unresolved issues and resolve appropriately. 3. Process Adherence - Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency. - Log interactions accurately in the CRM or ticketing system. 4. Customer Satisfaction - Strive to exceed customer expectations by providing a high level of service. - Gather customer feedback to improve support services and user experience. 5. Team Collaboration - Work closely with other support teams to share insights and ensure consistent service. - Participate in regular team meetings to discuss updates, challenges, and best practices. 6. Knowledge Maintenance - Stay updated on company products, features, and promotions to provide relevant and timely assistance. - Suggest improvements to FAQs and help center resources based on recurring inquiries. 7. Performance Metrics - Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT). Qualifications / Education - Should be a graduate / postgraduate. Experience - 0 – 3 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred). Skills - Excellent written communication skills with a focus on clarity, grammar, and tone. - Strong problem-solving abilities and attention to detail. - Proficiency in chat platforms and CRM tools (e.g., Zendesk, LiveChat, Freshdesk, WhatsApp Support). - Ability to multitask and handle multiple chat sessions simultaneously. Preferred Skills - Familiarity with e-commerce, D2C, or customer support processes. - Experience in data entry and accurate documentation. Interested candidates can share their resumes at: pritam.s@myfrido.com & kiran.m@myfrido.com