E-Commerce Chat Support Executive

About the role

The E‑Commerce Chat Support Executive serves as the first point of contact for online shoppers, handling inquiries and issues through chat and email. You will ensure a smooth, courteous experience while supporting order‑related queries and complaints.

Key responsibilities

• Manage a high volume of inbound chat and email requests, including complaints, order status inquiries, and general support.
• Deliver exceptional customer experiences with a professional, empathetic, and courteous demeanor.
• Accurately identify customer needs, troubleshoot problems, and provide clear solutions in line with company policies.
• Navigate multiple software applications (CRM, order‑management system, knowledge base) simultaneously.
• Achieve and exceed performance metrics such as NPS, CSAT, and average handling time.

Required profile

• Patient and professional communicator with strong verbal English skills.
• Effective multitasker able to handle several conversations and tools at once.
• Minimum intermediate education or higher.
• At least 6 months of proven experience in a customer‑facing role.
• Advanced proficiency in Microsoft Excel.

Required skills

• Advanced MS Excel
• CRM software
• Order management system
• Knowledge‑base navigation

What we offer

• Medical Insurance & OPD
• Provident Fund with investment options
• Leave encashment and annual leave
• On‑job training and two days off per week
• Ergonomic furniture and infrastructure
• Referral rewards, annual increment, conveyance and loan facilities
• Employee appreciation programs