Customer Care Executive

Hiring from Intouchcx------

CSA - Digital Job Description /Profile Job Title Customer Support Associate (CSA)

Location Bangalore Workspace Bangalore, India Department Operations Channel Digital (Chat)

Language English Hours of Operation 24/7 Overview of Position We are seeking a skilled and customer-focused Chat Agent to provide real-time assistance to customers via live chat.

The ideal candidate will deliver exceptional service, resolve queries efficiently, and represent the brand in a friendly and professional manner. The role of Customer Support Associate (CSA), will be responsible for:

➢ Respond promptly and professionally to customer inquiries via live chat while identifying opportunities for process improvement.

➢ Resolve product or service problems by clarifying the customer’s issue and identifying the cause.

➢ Escalate unresolved issues to the appropriate internal teams.

➢ Provide accurate, valid, and complete information using the right tools and resources. ➢ Maintain detailed and clear records of customer interactions.

➢ Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction. Essential Functions

▪ Committed to providing outstanding customer service at every touchpoint.

▪ Demonstrates strong self-management skills and consistently meets responsibilities.

▪ Identify trends and take an active role in delivering suggestions for process & product improvements

▪ Provides mentorship and guidance to new hires during onboarding and training. © IntouchCX | intouchcx.com ▪ Supports team members by offering insights and recommendations when handling complex or challenging cases.

▪ Contributes to special initiatives and projects based on team priorities and business needs. ▪ Participates in scheduled team meetings and ongoing training to stay aligned with updates and goals.

▪ Willing to take on additional tasks and responsibilities as needed to support the team.

▪ Proficient in using office productivity tools (e.g., Microsoft Office, Google Workspace).

▪ Possesses deep expertise in product functionality, operational workflows, company policies, and service agreements. Critical Skills

▪ Excellent written communication and typing skills.

▪ Proficiency in English

▪ High attention to detail and accuracy.

▪ Strong problem-solving and conflict resolution skills.

▪ Ability to multitask and manage multiple chat windows simultaneously.

▪ Basic technical literacy (familiarity with CRM tools, chat platforms, and helpdesk software). ▪ Empathy and a customer-first mindset.

▪ Demonstrates strong emotional intelligence by staying composed under pressure while effectively addressing customer issues.

▪ Capable of rapidly learning new tools and features, interpreting them through the lens of customer needs and usability.

▪ Applies guidelines consistently and objectively, while exercising sound judgment in complex or discretionary decisions

▪ Thrives in dynamic, high-pressure environments with frequent changes.

▪ Flexible and available to work various shifts, including weekdays, evenings, weekends, and holidays. Educational/Work Experience and Requirements

▪ Must successfully pass a background check

▪ High school diploma or equivalent required

▪ Post secondary degree is a plus

▪ 6 months of experience in Customer Service Chat or related field

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.

More about this Customer Care Executive job

1. What is the eligibility criteria to apply for this Customer Care Executive job?
   Ans: The candidate should be 12th Pass and above and above with 6 months - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹1000 - ₹25000 per month + Incentives that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this Customer Care Executive job?
   Ans: This Customer Care Executive job will have 5 working days.
4. Are there any charges applicable while applying or joining this Customer Care Executive job?
   Ans: No, there is no fee applicable for applying this Customer Care Executive job and during the employment with the company, i.e., INTOUCHCX.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Care Executive role?
   Ans: There is an immediate opening of 99 Customer Care Executive at INTOUCHCX
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Care Executive job?
   Ans: This Customer Care Executive job has Rotational Shift.