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**