About the Job
We are seeking a dynamic and customer-focused Customer Service Executive to deliver exceptional support via live chat and WhatsApp. In this role, you will assist customers, resolve issues efficiently, and ensure a smooth and positive online experience. You will represent the brand’s voice with professionalism, empathy, and adherence to company guidelines.Key responsibilities:
A. Customer Assistance
1. Respond promptly and courteously to customer queries via live chat and WhatsApp.
2. Provide accurate and clear information about products, services, and policies.
B. Issue Resolution
1. Identify customer issues and troubleshoot effectively for quick resolutions.
2. Manage escalated, complex, or unresolved cases with appropriate follow-up.
C. Process Adherence
1. Follow predefined scripts, workflows, and guidelines to maintain consistency.
2. Log all customer interactions accurately in the CRM or ticketing system.
D. Customer Satisfaction
1. Aim to exceed customer expectations through high-quality service delivery.
2. Collect and report customer feedback to support continuous improvement.
E. Team Collaboration
1. Work closely with internal support teams to ensure seamless communication.
2. Participate in team meetings to discuss updates, challenges, and best practices.
F. Knowledge Maintenance
1. Stay updated on product features, policies, promotions, and updates.
2. Recommend improvements to FAQs, help center content, and support resources.
G. Performance Metrics
1. Meet or exceed KPIs, including response time, resolution time, CSAT, and FCR.
2. Efficiently manage concurrent chat sessions and maintain quality at scale.
Number of Openings
10 openingsSkills
Email Marketing, English Proficiency (Spoken), English Proficiency (Written), MS-Office
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