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