Senior Customer Service Executive

Job Title : Senior Customer Service Executive Chat Process

Job Summary :

We are looking for a dynamic and customer-focused Chat Support Executive to provide exceptional service through live chat. As a Chat 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 :

o Respond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner.

o Provide accurate information about products, services, and policies.

2. Issue Resolution :

o Identify customer problems and troubleshoot to find quick resolutions.

o Handle escalated , complex or unresolved issues and resolve appropriately.

3. Process Adherence :

o Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.

o Log interactions accurately in the CRM or ticketing system.

4. Customer Satisfaction :

o Strive to exceed customer expectations by providing a high level of service.

o Gather customer feedback to improve support services and user experience.

5. Team Collaboration :

o Work closely with other support teams to share insights and ensure consistent service.

o Participate in regular team meetings to discuss updates , challenges , and best practices.

6. Knowledge Maintenance :

o Stay updated on company products , features, and promotions to provide relevant and timely assistance.

o Suggest improvements to FAQs and help center resources based on recurring inquiries.

7. Performance Metrics :

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

Qualifications :

 Education : o Should be a graduate

 Experience : o 3-4 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred).

 Skills : o Excellent written communication skills with a focus on clarity, grammar, and tone.

o Strong problem-solving abilities and attention to detail.

o Proficiency in chat platforms and CRM tools (e.g., Zendesk, LiveChat, Freshdesk).

o 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.

 Basic understanding of troubleshooting steps for technical queries.

Working Conditions :

 Rotational shifts, including nights, weekends, and holidays, as required.

 Ability to work in a fast-paced, high-pressure environment.

 Must be available to work for 6-Days a week

Key Performance Indicators (KPIs) :

 Average response time.

 First contact resolution (FCR) rate.

 Customer satisfaction (CSAT) scores.

 Chat handling time and concurrent session management.

 Responsible for junior agents aligned and their performance. This position is ideal for individuals who thrive in online communication, have a passion for customer service, and can adapt to a fast-paced environment.

Interested candidate can share their resume to sanobar.s@myfrido.com savio.a@myfrido.com twinkle.b@myfrido.com prachi.g@myfrido.com