Customer Support Representative

Elixir Business Solution; Chennai; On-site; INR 279,000 - 502,000; Full time

Job summary

Elixir Business Solution in Chennai seeks an experienced Customer Support Representative to join our team. The role focuses on chat and email support for international customers, requiring excellent written English and strong problem-solving skills.

The candidate should have 3–5 years in customer service, be comfortable with night shifts (5:30 PM–2:30 AM IST), and work from our office in Chetpet, Chennai. Prior BPO experience is a plus.

Qualifications

• 3–5 years in customer support or BPO.
• Experience handling international customers preferred.
• Hands-on chat and email support experience.
• Excellent written English communication.
• Ability to multitask and meet SLAs.

Responsibilities

• Handle queries via email and live chat professionally and promptly.
• Provide accurate information, troubleshoot issues, and offer resolutions.
• Understand customer requirements for a smooth support experience.
• Respond to inquiries within defined SLAs.
• Maintain records of interactions, issues and resolutions.
• Escalate complex issues to internal teams.
• Follow processes and company policies.
• Manage multiple conversations simultaneously while maintaining quality.
• Identify recurring issues and share feedback with teams.
• Achieve targets for productivity, response time, resolution rate, and satisfaction.

Skills

Customer support

Written English

Multi-tasking

CRM experience

Night shift readiness

Tools

CRM platforms

Job description

Job Summary

We are looking for an experienced and customer-focused Customer Support Representative to join our team in Chennai. The ideal candidate should have 35 years of experience in customer service, preferably handling international customers through chat and email support. The candidate should possess excellent written communication skills, strong problem-solving abilities, and a commitment to delivering a positive customer experience.

Key Responsibilities

• Handle customer queries and concerns through email and live chat in a professional and timely manner.
• Provide accurate information, troubleshoot customer issues, and offer appropriate resolutions.
• Understand customer requirements and ensure a smooth and satisfactory support experience.
• Respond to customer inquiries within defined service-level agreements (SLAs).
• Maintain accurate records of customer interactions, issues, resolutions, and follow-up activities.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Follow established processes, quality guidelines, and company policies.
• Manage multiple customer conversations simultaneously while maintaining response quality.
• Identify recurring customer issues and share feedback with the relevant teams.
• Achieve performance targets related to productivity, response time, resolution rate, and customer satisfaction.

Required Skills and Qualifications

• 3–5 years of experience in customer support, customer service, or a BPO environment.
• Prior experience handling international customers is preferred.
• Hands-on experience in non-voice processes, particularly chat and email support.
• Excellent written English communication and comprehension skills.
• Strong customer-handling, analytical, and problem-solving abilities.
• Ability to multitask and manage multiple customer queries simultaneously.
• Familiarity with CRM platforms, customer support tools, and ticketing systems.
• Good attention to detail and the ability to work in a target-driven environment.
• Ability to work independently as well as collaboratively within a team.

Work Location and Shift Requirements

• Work Location: Chetpet, Chennai.
• Work Arrangement: Work from Office; this is not a remote or hybrid role.
• Shift: 5:30 PM to 2:30 AM IST.
• Candidates must be comfortable working night shifts and meeting the operational requirements of an international support process.