Chat Support Associate

OYO; Remote; USD 40,000 - 60,000; Full time

Job summary

A customer service organization is seeking a Chat Support Executive to assist customers through live chat and digital platforms. The ideal candidate will have 2-7 years of experience in customer support roles and possess excellent written communication and problem-solving skills. Responsibilities include handling queries, resolving booking issues, and maintaining company service standards. The role requires multitasking, working in rotational shifts, and a customer-first mindset.

Qualifications

• 2-7 years of experience in Chat Support, Customer Support, or BPO.
• Excellent written communication skills in English.
• Ability to multitask and manage multiple chats simultaneously.

Responsibilities

• Handle customer queries through live chat and digital platforms.
• Resolve customer issues related to bookings, payments, and general inquiries.
• Maintain quality standards per company guidelines.
• Document all interactions clearly in the CRM system.

Skills

Written communication skills

Problem-solving skills

Customer handling skills

Multitasking

Attention to detail

Job description

Job Summary

We are looking for a customer-focused Chat Support Executive to handle customer queries via live chat and digital platforms. The role requires excellent written communication, problem-solving skills, and the ability to deliver a high-quality customer experience while meeting performance and SLA targets.

Key Responsibilities

• Handle customer queries through live chat and digital platforms in a timely and professional manner.
• Resolve customer issues related to bookings, services, payments, cancellations, and general inquiries.
• Maintain SLA, response time, and resolution quality as per company standards.
• Identify customer needs and provide accurate, effective solutions.
• Upsell or cross-sell services/products where applicable.
• Document all interactions clearly in the CRM system.
• Escalate complex issues to relevant internal teams (tech, operations, billing) when required.
• Follow SOPs, scripts, and quality guidelines consistently.
• Contribute to improving CSAT, NPS, and overall customer experience.

Skills & Requirements

• 2-7 years of experience in Chat Support / Customer Support / BPO (experience preferred but freshers can apply).
• Excellent written communication skills in English (additional languages are a plus).
• Strong problem-solving and customer-handling skills.
• Ability to multitask and manage multiple chats simultaneously.
• Comfortable working in rotational shifts / weekends / fast-paced environment.
• Basic computer knowledge and familiarity with CRM or chat tools.
• Customer-first mindset with attention to detail.
• Comfortable with rotational Shift