Customer Support Specialist

Job description

Role & responsibilities Key Responsibilities • Handle customer queries and concerns efficiently through live chat support. • Deliver accurate, timely, and professional resolutions while ensuring a high-quality customer experience. • Understand customer needs and provide appropriate solutions with empathy and clarity. • Build positive customer relationships and contribute to customer retention. • Manage multiple customer conversations simultaneously while maintaining response quality and productivity. • Escalate complex issues to the relevant teams, following defined processes and SLAs. • Maintain accurate documentation of customer interactions and resolutions. • Collaborate with cross-functional teams to ensure seamless issue resolution. • Meet individual and team performance metrics, including quality, productivity, and customer satisfaction. • Stay updated with product knowledge, policies, and process changes. Required Skills & Qualifications • 01 year of experience in Customer Support, Customer Service, or Live Chat Support. • Excellent written and verbal communication skills. • Fluency in both English and Hindi is mandatory. • Strong conversation handling and interpersonal skills. • Good problem-solving and analytical abilities. • Ability to multitask and manage time effectively in a fast-paced environment. • Customer-centric approach with strong customer retention skills. • Basic computer proficiency and ability to quickly learn support tools. • Willingness to work 6 days a week, including rotational shifts and rotational weekly offs. • Preference for candidates with a stable employment history and consistency within previous organizations. Description We are looking for a Customer Support Specialist – Live Chat to deliver exceptional customer service by handling customer queries through chat in a timely, professional, and empathetic manner. The ideal candidate should possess excellent written and verbal communication skills, strong problem-solving abilities, and a customer-first mindset. This role requires flexibility to work rotational shifts, rotational weekly offs, and a 6-day work week Preferred candidate profile