Job description
Key Responsibilities
- Handle customer queries through live chat and voice (inbound/outbound) channels in a timely, professional, and friendly manner.
- Understand customer needs and provide accurate solutions or guidance across both chat and voice interactions.
- Maintain high standards of communication, empathy, and service quality.
- Escalate complex issues to the Team Lead or relevant departments when required.
- Follow defined workflows, SOPs, and quality guidelines.
- Use Freshchat, Freshdesk, or similar tools effectively to manage conversations and track interactions.
- Keep detailed and accurate records of customer queries, interactions, and resolutions.
- Share customer feedback and highlight recurring issues with the Team Lead to support process improvements.
- Meet or exceed defined performance metrics (e.g., first response time, resolution rate, CSAT, call quality).
- Participate in training sessions and skill-building activities to stay updated on product knowledge and processes.
Requirements
- Minimum 1 year of experience in customer support (chat and/or voice).
- Familiarity with Freshchat, Freshdesk, or other modern support tools (preferred).
- Excellent communication skills – written and verbal – with strong attention to grammar, clarity, and tone.
- Good listening skills and the ability to handle conversations with empathy and professionalism.
- Strong problem-solving skills with the ability to multitask in a fast-paced environment.
- Flexible to work in rotational shifts and week offs (6 rotational week offs per month).
added advantage
Job Type: Full-time
Pay: ₹250,000.00 - ₹350,000.00 per year