Customer Support Executive - Chat Process

Frido; Pune District; On-site; INR 250,000 - 400,000; Full time

Job summary

Frido is hiring a Customer Service Executive to handle live chat and WhatsApp support from Balewadi, Pune. This onsite role requires a graduate/postgraduate with up to 3 years of experience in customer support or similar.

You will resolve inquiries, follow scripts, log details in the CRM, and strive for high CSAT scores. You will engage customers with clear communication, accurate information, and timely responses while coordinating with internal teams to improve the user experience and product

Qualifications

• Graduation or postgraduation completed.
• Experience in customer support or live chat is preferred.
• Ability to handle multiple chats simultaneously with accuracy.

Responsibilities

• Respond promptly to queries via live chat and WhatsApp in a courteous, professional manner.
• Provide accurate information about products, services and policies.
• Identify problems and troubleshoot to deliver quick resolutions.
• Log interactions in CRM or ticketing system accurately.
• Follow scripts and workflows to ensure consistency and efficiency.
• Meet or exceed CSAT and other support KPIs.

Skills

Written communication

Problem solving

Multitasking

Education

Graduate / Postgraduate

Tools

Zendesk

LiveChat

Freshdesk

WhatsApp Support

Job description

Job Title: Customer Service Executive – WhatsApp / Chat Process

Location: Balewadi, Pune

Role: Onsite

Work Mode: Six days a week (Mon-Saturday) Rotational Week-off

Job Summary

We are looking for a dynamic and customer-focused Customer Support Executive to provide exceptional service through live chat/WhatsApp. As a Customer Support Executive, you will handle customer inquiries, resolve issues efficiently, and ensure a seamless online experience. You will represent the brand's voice, maintaining professionalism and empathy while adhering to company policies and procedures.

Key Responsibilities

1. Customer Assistance

• Respond promptly to customer queries through live chat & WhatsApp in a courteous and professional manner.
• Provide accurate information about products, services, and policies.
• Identify customer problems and troubleshoot to find quick resolutions.
• Handle escalated, complex or unresolved issues and resolve appropriately.

3. Process Adherence

• Follow predefined scripts, guidelines, and workflows to ensure consistency and efficiency.
• Log interactions accurately in the CRM or ticketing system.

4. Customer Satisfaction

• Strive to exceed customer expectations by providing a high level of service.
• Gather customer feedback to improve support services and user experience.
• Work closely with other support teams to share insights and ensure consistent service.
• Participate in regular team meetings to discuss updates, challenges, and best practices.

6. Knowledge Maintenance

• Stay updated on company products, features, and promotions to provide relevant and timely assistance.
• Suggest improvements to FAQs and help center resources based on recurring inquiries.

7. Performance Metrics

• Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction scores (CSAT).

Qualifications / Education

• Should be a graduate / postgraduate.

Experience

• 0 – 3 years of experience in customer support or a related role, preferably in live chat or WhatsApp (preferred).

Skills

• Excellent written communication skills with a focus on clarity, grammar, and tone.
• Strong problem-solving abilities and attention to detail.
• Proficiency in chat platforms and CRM tools (e.g., Zendesk, LiveChat, Freshdesk, WhatsApp Support).
• Ability to multitask and handle multiple chat sessions simultaneously.

Preferred Skills

• Familiarity with e-commerce, D2C, or customer support processes.
• Experience in data entry and accurate documentation.