Customer Support Executive (Chat)

Tech Mahindra Limited; Pune District; On-site; INR 300,000 - 400,000; Full time

Benefits offered by this job

Night shift allowance

Performance incentives

Cab facility

Health insurance

Career growth opportunities

Job summary

Tech Mahindra Limited is hiring for a Customer Support Executive US Chat Process. Location is office-based with US/Night shifts. 6 months+ experience in international chat support is preferred.

You will handle live chat inquiries, provide accurate product and billing information, and resolve issues while maintaining high service quality. The role requires fluent English writing, good typing speed, CRM usage, and the ability to work in a fast-paced, customer-centric environment.

Qualifications

• Graduate or undergraduate candidate.
• 6+ months experience in international chat support or BPO preferred.
• Excellent written English and good typing speed.
• Willingness to work in night shift.
• Ability to handle chat inquiries and use CRM systems.
• Strong customer-centric approach and interpersonal skills.

Responsibilities

• Handle customer inquiries via live chat.
• Provide accurate information on products, services, billing and account issues.
• Resolve complaints professionally within defined turnaround times.
• Document interactions accurately in CRM systems.
• Adhere to process guidelines and company policies.
• Meet KPIs such as CSAT, Quality Score, AHT and productivity metrics.
• Escalate complex issues to higher support levels when required.

Skills

Excellent written English

Typing speed 30+ WPM

Problem-solving

MS Office familiarity

Multitasking

Interpersonal skills

Willingness to night shifts

Education

Graduate or Undergraduate

Tools

CRM systems

Job description

Job Title: Customer Support Executive US Chat Process

Location: Any (Work from Office)

Shift: US Shift/Night Shift

Experience: 6 Months and above

Preferred candidate profile

We are looking for enthusiastic and customer-focused professionals for the US International Chat Process. The candidate will be responsible for handling customer queries, resolving issues through chat support, and delivering an excellent customer experience while meeting productivity and quality targets.

• Handle customer inquiries and concerns via live chat.
• Provide accurate information regarding products, services, billing, and account-related issues.
• Resolve customer complaints professionally and within defined turnaround times.
• Maintain high levels of customer satisfaction and service quality.
• Document customer interactions accurately in CRM systems.
• Adhere to process guidelines, compliance requirements, and company policies.
• Meet KPIs such as CSAT, Quality Score, AHT, and Productivity Metrics.
• Escalate complex issues to higher support levels when required.
• Work effectively in a fast-paced international customer support environment.

Required Skills

• Excellent written communication skills in English.
• Good typing speed (30+ WPM preferred).
• Strong problem-solving and analytical abilities.
• Basic computer knowledge and familiarity with MS Office.
• Ability to multitask and manage multiple chat sessions.
• Customer-centric attitude with strong interpersonal skills.
• Willingness to work in rotational/night shifts.

Eligibility Criteria

• Graduate or Undergraduate

• Prior experience in international chat support/BPO is an added advantage.

• Attractive salary package.
• Night shift allowance.
• Performance incentives.
• Cab facility (as per company policy).
• Health insurance and other employee benefits.
• Career growth opportunities in customer support and operations.