Email & Chat Support Executive – Morning Shift

About the role

The Email & Chat Support Executive works the morning shift to provide fast, accurate assistance across multiple domains. The focus is on meeting CSAT targets, handling Flexi and return processes, and continuously improving the customer experience.

Key responsibilities

• Respond to email inquiries for assigned domains, ensuring accuracy, timeliness, and alignment with CSAT goals.
• Handle an average of 80–100 emails and 20+ live chats per shift while maintaining quality standards.
• Collaborate with teammates during high‑volume periods as directed by the manager.
• Manage Flexi and return processes, guaranteeing smooth and timely customer interactions.
• Provide operational support during peak seasons based on domain needs.
• Identify recurring customer issues and propose actionable improvements to processes and website experience.
• Deliver live‑chat support across multiple domains, keeping average chat handling time around 5 minutes.
• Monitor chatbot interactions, flag inaccurate responses, and create follow‑up tickets when necessary.
• Assist the broader Customer Support team during periods of high chat volume.

Required profile

• Availability to work the morning shift.
• Ability to manage multi‑domain email and chat support efficiently.
• Strong attention to detail and commitment to meeting CSAT targets.
• Proactive attitude toward identifying and resolving recurring customer issues.

Required skills