Email & Chat Support Executive - Morning Shift

Esire Pakistan; Karachi Division; On-site; PKR 279,000 - 502,000; Full time

Job summary

Esire Pakistan in Karachi is seeking an Email & Chat Support Executive for the morning shift. You will manage multi-domain email and chat support, ensuring prompt responses, meeting CSAT targets, and handling Flexi and return processes to deliver a seamless customer experience.

You will monitor chatbot interactions, identify gaps, and contribute to ongoing website and process improvements while supporting the team during peak periods.

Responsibilities

• Handle email support for assigned domains, ensuring responses are accurate, timely, and aligned with CSAT targets.
• Maintain productivity benchmarks, with an expected average of 80-100 emails resolved and 20+ live chats handled per shift.
• Collaborate with the team during periods of high email volume, as directed by the Manager.
• Manage Flexi and return processes for assigned domains, ensuring accuracy, timeliness, and a smooth customer experience.
• Provide operational support during peak seasons based on domain requirements.
• Proactively identify recurring customer issues and suggest actionable improvements to processes and website experience.
• Manage live chat support across multiple domains while maintaining an average chat handling time of 5 minutes.
• Monitor and review chatbot interactions to identify inaccurate or incomplete responses, and create follow-up tickets where necessary.
• Support the Customer Support team during high chat volumes.

Job description

Email & Chat Support Executive - Morning Shift

Karachi, Pakistan Full Time

Job Brief

Job Descriptions:

To manage multi-domain Email & Chat Support Executive efficiently during the morning shift by ensuring prompt response times, maintaining CSAT targets, and delivering a seamless customer experience. The role also focuses on accurate handling of Flexi and return processes, proactively addressing customer feedback to reduce recurring issues, and contributing to continuous process and website improvements.

Responsibilities:

• Handle email support for assigned domains, ensuring responses are accurate, timely, and aligned with CSAT targets.
• Maintain productivity benchmarks, with an expected average of 80-100 emails resolved and 20+ live chats handled per shift.
• Collaborate with the team during periods of high email volume, as directed by the Manager.
• Manage Flexi and return processes for assigned domains, ensuring accuracy, timeliness, and a smooth customer experience.
• Provide operational support during peak seasons based on domain requirements.
• Proactively identify recurring customer issues and suggest actionable improvements to processes and website experience.
• Manage live chat support across multiple domains while maintaining an average chat handling time of 5 minutes.
• Monitor and review chatbot interactions to identify inaccurate or incomplete responses, and create follow-up tickets where necessary.
• Support the Customer Support team during high chat volumes.