Chat & Email Support Executive - Night Shift

The role is responsible for handling customer support across multiple domains through live chat and email during the night shift. The position requires timely responses, quality customer communication, and maintaining service standards aligned with CSAT goals. The role also includes managing Flexi and return-related processes accurately, reviewing customer concerns to identify repeated issues, and supporting improvements in internal processes and website experience.

Key Responsibilities:

● Handle live chat support for multiple domains while ensuring quick and effective customer responses.

● Maintain an average chat handling time of approximately 5 minutes without compromising service quality.

● Review chatbot conversations to identify incorrect, incomplete, or unresolved responses and create follow-up tickets where required.

● Assist the on-shift Customer Support representative during high chat volume or peak workload periods.

● Manage email support for assigned domains, ensuring replies are accurate, professional, timely, and aligned with CSAT expectations.

● Achieve daily productivity targets, including an expected average of 80–100 resolved emails and 20+ live chats per shift.

● Coordinate with the morning support team during increased email volume or pending workload, as instructed by the Manager.

● Process Flexi, return, and related customer requests accurately while ensuring a smooth and hassle-free customer experience.

● Provide additional operational support during peak seasons according to domain and business requirements.

● Identify recurring customer complaints, service gaps, or website-related issues and share practical suggestions for improvement.

Work Location & Shift Structure:

Selected candidates will undergo an initial 2-month in-house training program during the day shift. After successful completion of the training period, the role will move to a remote night-shift arrangement, based on performance, business needs, and domain requirements. Shift timings may remain flexible depending on operational requirements.

Work Location: In person