Customer Support Executive - Chat Process

Job Description

Job Title: Customer Service Executive – WhatsApp / Chat Process

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Location: Balewadi, Pune

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Role: Onsite

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Work Mode: Six days a week (Mon-Saturday) Rotational Week-off

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Job Summary

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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.

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Key Responsibilities

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1. Customer Assistance

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• Respond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner.
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• Provide accurate information about products, services, and policies.
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2. Issue Resolution

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• Identify customer problems and troubleshoot to find quick resolutions.
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• Handle escalated, complex or unresolved issues and resolve appropriately.
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3. Process Adherence

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• Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.
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• Log interactions accurately in the CRM or ticketing system.
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4. Customer Satisfaction

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• Strive to exceed customer expectations by providing a high level of service.
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• Gather customer feedback to improve support services and user experience.
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5. Team Collaboration

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• Work closely with other support teams to share insights and ensure consistent service.
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• Participate in regular team meetings to discuss updates, challenges, and best practices.
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6. Knowledge Maintenance

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• Stay updated on company products, features, and promotions to provide relevant and timely assistance.
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• Suggest improvements to FAQs and help center resources based on recurring inquiries.
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7. Performance Metrics

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• Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT).
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Qualifications / Education

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• Should be a graduate / postgraduate.
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Experience

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• 0 – 3 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred).
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Skills

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• Excellent written communication skills with a focus on clarity, grammar, and tone.
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• Strong problem-solving abilities and attention to detail.
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• Proficiency in chat platforms and CRM tools (e.g., Zendesk, LiveChat, Freshdesk, WhatsApp Support).
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• Ability to multitask and handle multiple chat sessions simultaneously.
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Preferred Skills

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• Familiarity with e-commerce, D2C, or customer support processes.
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• Experience in data entry and accurate documentation.
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Interested candidates can share their resumes at: pritam.s@myfrido.com & kiran.m@myfrido.com