Customer Support Executive (Chat)

Role Overview:

As a Chat Support Executive, you will be responsible for managing customer interactions across chat, WhatsApp, and email. Your role is to assist customers promptly, resolve their queries efficiently, and ensure a smooth post-purchase experience.

This is a non-voice role, best suited for someone who communicates clearly through writing, enjoys problem-solving, and can multitask effectively. You will also work closely with our AI chatbot, helping refine and improve its responses and processes.

Key Responsibilities:

• Handle all incoming customer queries through chat, WhatsApp, and email while maintaining a professional and empathetic tone.
• Assist customers with order placement, tracking, exchanges, and warranty-related issues.
• Maintain thorough knowledge of product details, including materials, sizing, and warranty terms, to guide customers effectively.
• Resolve customer issues quickly and accurately, ensuring a high level of satisfaction.
• Collaborate with the AI chatbot system to monitor and improve automated responses and overall chat flow.
• Coordinate with logistics and operations teams to ensure smooth returns, exchanges, and deliveries.
• Record all customer interactions accurately within the CRM system for reporting and follow-up.
• Collect and share recurring customer insights to help improve support quality.

What We’re Looking For:

• Excellent written communication skills in English; proficiency in Hindi is an advantage.
• Strong typing skills and attention to detail.
• Empathetic and patient approach to handling customer queries.
• Basic computer and CRM knowledge (Shopify, Freshdesk, or similar tools preferred).
• Familiarity with AI chat systems; experience with Sage Pilot is a plus.
• Prior experience in e-commerce or D2C customer support preferred; freshers with strong communication skills are also welcome.
• Must be able to work on-site in Goregaon East, Mumbai Suburban.

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Application Question(s):

• This is a full-time, in-office position based in Goregaon East, near Oberoi Mall, Mumbai. Are you currently based in Mumbai, and would you be comfortable commuting to this location for the role?


• We are currently offering anywhere between 15,000 to 25,000 per month, for the role, are you comfortable with the pay scale mentioned?

• How many years of experience do you hold in handling E-commerce Customer Support?

• What is your typing speed in wpm (word per minute)?

Work Location: In person