Job Description

Role Overview:

As a

Chat Support Executive

, you will be responsible for managing customer interactions across chat, WhatsApp, and email. Your role is to assist customers promptly, resolve their queries efficiently, and ensure a smooth post-purchase experience.

This is a

non-voice role

, best suited for someone who communicates clearly through writing, enjoys problem-solving, and can multitask effectively. You will also work closely with our

AI chatbot

, helping refine and improve its responses and processes.

Key Responsibilities:

Handle all incoming customer queries through chat, WhatsApp, and email while maintaining a professional and empathetic tone. Assist customers with order placement, tracking, exchanges, and warranty-related issues. Maintain thorough knowledge of product details, including materials, sizing, and warranty terms, to guide customers effectively. Resolve customer issues quickly and accurately, ensuring a high level of satisfaction. Collaborate with the AI chatbot system to monitor and improve automated responses and overall chat flow. Coordinate with logistics and operations teams to ensure smooth returns, exchanges, and deliveries. Record all customer interactions accurately within the CRM system for reporting and follow-up. Collect and share recurring customer insights to help improve support quality.

What We're Looking For:

Excellent written communication skills in English; proficiency in Hindi is an advantage. Strong typing skills and attention to detail. Empathetic and patient approach to handling customer queries. Basic computer and CRM knowledge (Shopify, Freshdesk, or similar tools preferred). Familiarity with

AI chat systems

; experience with

Sage Pilot

is a plus. Prior experience in e-commerce or D2C customer support preferred; freshers with strong communication skills are also welcome. Must be able to work on-site in Goregaon East, Mumbai Suburban.
Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

Health insurance Paid time off Provident Fund
Application Question(s):

This is a full-time, in-office position based in Goregaon East, near Oberoi Mall, Mumbai. Are you currently based in Mumbai, and would you be comfortable commuting to this location for the role? We are currently offering anywhere between 15,000 to 25,000 per month, for the role, are you comfortable with the pay scale mentioned? How many years of experience do you hold in handling E-commerce Customer Support? What is your typing speed in wpm (word per minute)?
Work Location: In person