Chat Support Executive

Externix Informatics Pvt Ltd.; Gurugram District; On-site; INR 260,000 - 420,000; Full time

Job summary

Externix Informatics Pvt Ltd. is seeking a live chat support agent to provide real-time assistance to customers. You will handle multiple conversations, deliver accurate information, and escalate complex issues as needed.

Ideal candidates communicate fluently in English and Hindi, type quickly, and can multitask across several chat threads while adhering to brand guidelines and documented procedures.

Qualifications

• Excellent written communication in English and Hindi.
• Typing speed of at least 35 words per minute.
• Ability to multitask and manage 3–4 chats simultaneously.
• Basic computer skills and familiarity with chat platforms.
• Strong problem-solving and attention to detail.

Responsibilities

• Respond to customer queries via live chat promptly and professionally.
• Handle multiple chat conversations without compromising quality.
• Provide accurate product and troubleshooting information.
• Escalate complex issues to the appropriate team or supervisor.
• Maintain a positive, empathetic tone in all chats.
• Document chat interactions and update CRM records.
• Meet chat response time SLAs and customer satisfaction targets.
• Follow brand guidelines and SOPs.

Skills

English language proficiency

Hindi language proficiency

Fast typing 35 WPM

Multitasking 3–4 chats

CRM familiarity

Problem-solving

Customer-first attitude

Tools

CRM

Job description

About This Role

Provide real-time customer support through live chat, handle multiple conversations simultaneously, and ensure quick resolution with high customer satisfaction scores.

Key Responsibilities

• Respond to customer queries through live chat promptly and professionally
• Handle multiple chat conversations simultaneously without compromising quality
• Provide accurate product/service information and troubleshooting assistance
• Escalate complex issues to the appropriate team or supervisor
• Maintain a positive and empathetic tone in all chat interactions
• Document chat interactions and update customer records in CRM
• Meet chat response time SLAs and customer satisfaction targets
• Follow brand communication guidelines and standard operating procedures

Requirements

• Excellent written communication skills in English and Hindi
• Fast and accurate typing speed (minimum 35 WPM)
• Ability to multitask and manage 3-4 chats at once
• Basic computer proficiency and familiarity with chat platforms
• Strong problem-solving skills and attention to detail
• Prior experience in chat support or customer service is a plus
• Ability to work in rotational shifts
• Positive attitude and customer-first approach