CUSTOMER SUPPORT – CHAT PROCESS

Zoho; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Zoho in India is seeking an entry-level Customer Support specialist for chat-based interactions within our IT Services division. You will be the primary contact for digital channels, resolving inquiries with accuracy while handling multiple conversations in real time.

You will perform data entry with attention to detail, manage rotational shifts, and uphold quality metrics by following defined processes. Strong writing and problem-solving skills are essential to deliver professional support.

Qualifications

• Entry-level to junior level candidates are suitable.
• Experience with chat-based customer support is preferred.
• Strong written communication and problem-solving skills are essential.

Responsibilities

• Manage incoming chat requests and provide accurate, real-time solutions.
• Perform data entry with high accuracy across multiple conversations.
• Maintain productivity by managing time and rotational shifts.
• Uphold quality metrics and follow defined processes for consistent service.
• Resolve complaints and answer queries with clear, professional writing.
• Navigate computer systems to access databases and troubleshooting tools.
• Adapt to changing workflows while keeping customer satisfaction a priority.

Skills

Typing

Data entry

Time management

Written communication

Customer service

Job description

Job Description

CUSTOMER SUPPORT – CHAT PROCESS

Summary

We are seeking a dedicated professional to join our IT Services division in a Customer Support role focused on chat-based interactions. This position is pivotal in delivering timely and effective assistance to clients, ensuring their inquiries are resolved with precision and care. The ideal candidate will serve as the primary point of contact for digital communication channels, managing a high volume of queries while maintaining strict adherence to quality standards and operational procedures. This role offers a foundational opportunity to develop expertise in customer service within a dynamic technology environment.

Responsibilities

• Manage incoming chat requests efficiently, providing accurate solutions to customer issues in real-time.
  
• Execute data entry tasks with a high degree of accuracy while handling multiple conversations simultaneously.
  
• Monitor and maintain productivity levels by effectively managing time and adhering to scheduled rotational shifts.
  
• Uphold established quality metrics and follow all defined processes to ensure consistent service delivery.
  
• Resolve customer complaints and address specific queries through clear and professional written communication.
  
• Utilize computer systems to navigate databases and tools required for troubleshooting and information retrieval.
  
• Adapt quickly to changing workflows and team requirements while maintaining a focus on customer satisfaction.
  

Requirements

Requirements:

• Proven ability to adapt to rotational shift schedules and maintain performance across varying hours.
  
• Strong time management capabilities to handle multitasking in a fast-paced environment.
  
• Demonstrated proficiency in typing and data entry with attention to detail.
  
• Solid understanding of basic computer operations and software applications.
  
• Excellent written communication skills suitable for professional chat and email correspondence.
  
• Ability to analyze problems and implement effective solutions for customer needs.
  
• Experience or strong aptitude in handling customer interactions and resolving service queries.
  
• Commitment to following quality guidelines and process adherence standards.
  

Experience

Entry-level to junior level experience appropriate for the specified skill set.