Email & Chat Support Executive - Morning Shift

We are looking for an Email & Chat Support Executive on a contractual basis to manage customer support across multiple domains during the morning shift. The role requires timely and accurate responses, maintaining CSAT targets, handling Flexi and return processes properly, and ensuring a smooth customer experience. The candidate will also help identify repeated customer issues and suggest improvements in processes and website experience.

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.

Application Question(s):

• What's your current salary?
• What's your notice period?

Work Location: In person