Customer Service Representative – Live Chat Support

Inspirio; Vadodara; On-site; INR 246,000 - 391,000; Full time

Job summary

Inspirio is looking for a motivated Customer Service Representative – Live Chat to deliver prompt, accurate, professional support to customers via chat. You will handle multiple conversations, navigate various systems, resolve issues, and maintain a positive attitude in high-pressure situations.

The role requires excellent written English, strong analytical and multitasking abilities, attention to detail, and quick learning of product information and procedures.

Qualifications

• Written and spoken English fluency is required.
• Typing speed of 60–70 WPM is required.
• Minimum 6 months of customer service or live chat experience preferred, e-commerce exp is a plus.
• Good understanding of basic computer operating systems and general computer usage.
• Basic knowledge of e-commerce products/services and online transactions is required.
• Strong analytical and problem-solving skills to understand and resolve issues.
• Clear, professional English communication in written form.
• Attention to detail to manage multiple conversations accurately.

Responsibilities

• Respond to customer inquiries via live chat.
• Greet customers and introduce yourself.
• Provide information about electrical and electronics products and services.
• Answer frequently asked questions and route complex issues to seniors.
• Help with product selection and provide recommendations.
• Assist with order placement, shipping details, cancellations, returns.

Skills

Written English

Spoken English

Typing speed 60-70 WPM

Experience in customer service/livech

OS basics

E-commerce knowledge

Analytical ability

Communication skills

Attention to detail

Job description

We are looking for a highly motivated and customer-focused Customer Service Representative – Live Chat to join our team. The ideal candidate will provide prompt, accurate, and professional support to customers via live chat.

The successful candidate should be comfortable handling multiple conversations simultaneously, navigating different software systems, resolving customer concerns, and maintaining a positive and professional attitude in high-pressure situations.

This role requires excellent written English, strong analytical and multitasking abilities, attention to detail, and the ability to quickly learn and apply product information, policies, and procedures.

Key Responsibilities

Pre-Chat Support

• Respond to customer inquiries via chat.
• Greet customers and introduce yourself.
• Provide information about electrical and electronics products.
• Answer frequently asked questions.
• Route complex issues to senior agents.
• Respond to customer concerns.
• Handle customer feedback.
• Address customer suggestions
• Provide information about electrical and electronics services
• Help with product selection.

Product Selection

• Help with product selection.
• Provide product recommendations.
• Offer product suggestions.
• Provide information about product compatibility.

Order Support

• Help with order placement.
• Provide shipping and delivery information.
• Assist with order cancellations.
• Help with returns and exchanges.

Account Management

• Help with account creation.
• Assist with password resets.
• Provide information about account security.
• Help with account updates.

Escalation and Resolution

• Escalate complex issues to senior agents.
• Resolve customer complaints.
• Provide solutions to customer problems.
• Offer alternatives and compromises.
• Help with conflict resolution.

Post-Chat Support

• Follow up with customers.
• Gather feedback.
• Provide additional support.
• Offer loyalty programs.

Candidate Requirements

• Written + Spoken English: A high level of fluency in written and Spoken English is required.
• Typing Speed: A minimum typing speed of 60 - 70 words per minute (WPM) is required.
• Experience: Minimum 6 Months of customer service or live chat experience is preferred. E-commerce experience is an added advantage..
• Basic Operating System Knowledge: Good understanding of basic computer operating systems and general computer usage is required.
• E-commerce Knowledge: Basic knowledge of e-commerce products, services, customer journeys, and online transactions is required.
• Analytical Ability: Strong analytical and problem-solving skills with the ability to understand customer issues and identify appropriate solutions.
• Communication Skills: Ability to communicate clearly, professionally, and effectively with customers in English through written communication.
• Attention to Detail: Ability to maintain accuracy while handling multiple conversations and tasks.

Key Performance Expectations

The successful candidate will be expected to-

• Maintain high customer satisfaction and service quality.
• Respond to customers promptly and professionally.
• Maintain accuracy while handling multiple conversations.
• Meet required typing speed and productivity targets.
• Resolve customer queries effectively within established guidelines.
• Demonstrate strong product and process knowledge.
• Follow company policies and escalation procedures.
• Consistently demonstrate professionalism, empathy, and emotional control.

Preferred Qualifications

• Previous experience in e-commerce customer service, technical support, or live chat support (Min. 1 Year)
• Familiarity with online orders, payments, refunds, returns, shipping, and other e-commerce processes.
• Experience working in a fast-paced customer support environment.
• USA Shift Timings (Night Shift Timings)
• Saturday and Sunday Off.
• 22k - 35k /Month (Depending upon Experience & Skillset)

This will be 90% Chat and 10% Call Process.