E-Commerce Chat Support Executive

About the role

As an E‑Commerce Chat Support Executive you will be the first point of contact for customers, handling chat and email inquiries related to orders, complaints, and general questions. You will ensure each interaction reflects a professional, empathetic, and courteous approach while meeting high service standards.

Key responsibilities

• Manage a high volume of inbound chat and email requests, addressing complaints, order status queries, follow‑ups, and general inquiries.
• Deliver exceptional customer experiences by maintaining a polite and helpful demeanor.
• Identify customer needs accurately, troubleshoot issues, and provide clear, correct solutions in line with company policies.
• Navigate multiple software applications (CRM, order management, knowledge base) simultaneously.
• Achieve and exceed performance metrics such as NPS, CSAT, and average handling time.

Required profile

• Minimum intermediate education or higher.
• Strong verbal communication skills in English.
• At least 6 months of proven experience in a customer‑facing role.
• Patient, professional, and able to multitask effectively.

Required skills

• Advanced proficiency in Microsoft Excel.

What we offer

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