Chat Support Executive

Spinny; Gurugram District; On-site; INR 250,000 - 450,000; Full time

Job summary

Spinny in Gurugram is seeking a customer support executive to handle chat queries and provide accurate information on bookings, services, and pricing. You will resolve issues within the defined TAT while maintaining a polite, empathetic tone and managing multiple chats simultaneously.

Coordinate with internal teams for timely resolution, escalate complex cases, and maintain thorough records of interactions to meet productivity, quality, and CSAT targets in a fast-paced environment.

Qualifications

• Strong written communication skills and clarity in responses.
• Ability to handle customer interactions with empathy and professionalism.
• Experience in resolving conflicts and de-escalating difficult conversations.
• Ability to manage high chat volumes while staying accurate and timely.
• Fast learner who proactively seeks solutions and process improvements.

Responsibilities

• Handle customer queries and complaints through chat.
• Provide accurate information related to bookings, services, pricing, and other customer concerns.
• Resolve customer issues within the defined TAT.
• Maintain a professional, polite, and empathetic tone while interacting with customers.
• Manage multiple chats simultaneously while maintaining service quality.
• Coordinate with internal teams for issue resolution.
• Escalate complex or unresolved issues to the relevant team.
• Maintain proper records of customer interactions.
• Meet defined productivity, quality, response time, and CSAT targets.
• Follow company SOPs and customer service guidelines.

Skills

Written communication

Customer handling

Conflict resolution

Work under pressure

Proactive learner

Job description

Role & responsibilities

• Handle customer queries and complaints through chat.
• Provide accurate information related to bookings, services, pricing, and other customer concerns.
• Resolve customer issues within the defined TAT.
• Maintain a professional, polite, and empathetic tone while interacting with customers.
• Manage multiple chats simultaneously while maintaining service quality.
• Coordinate with internal teams for issue resolution.
• Escalate complex or unresolved issues to the relevant team.
• Maintain proper records of customer interactions.
• Meet defined productivity, quality, response time, and CSAT targets.
• Follow company SOPs and customer service guidelines.

Preferred candidate profile

• Strong written communication.
• Customer handling and conflict-resolution skills.
• Ability to work under pressure and manage high chat volumes.
• Quick learner with a proactive and solution-oriented approach.