Email & Chat Process Executive

An Email & Chat Process job involves assisting customers via digital channels, focusing on quick, accurate responses to inquiries, troubleshooting issues, resolving complaints, and providing product info, while maintaining high satisfaction and documenting interactions, often requiring strong typing, communication, and problem-solving skills for roles like Customer Support Agent or Chat Executive in BPOs or companies. 

Job Title Examples

• Email & Chat Support Specialist/Executive

• Non-Voice Process Associate

• Customer Service Representative (Email/Chat) 

Key Responsibilities

• Customer Interaction: Respond to customer emails and live chats promptly and professionally, handling multiple conversations simultaneously.

• Issue Resolution: Troubleshoot technical problems, provide effective solutions, and offer information about products/services.

• Documentation: Maintain detailed and accurate records of all customer interactions.

• Collaboration: Escalate complex issues to relevant departments for resolution.

• Performance: Meet or exceed targets for response time, resolution rate, and customer satisfaction.

• Product Knowledge: Continuously update knowledge on company offerings. 

Essential Skills & Qualifications

• Education: High school diploma or equivalent often required.

• Communication: Excellent written and verbal communication skills.

• Technical: Strong typing speed, basic computer proficiency, familiarity with chat/email platforms.

• Soft Skills: Problem-solving, empathy, patience, multitasking, attention to detail.

• Experience: Previous customer service experience is often preferred. 

Work Environment

• Commonly found in Business Process Outsourcing (BPO) centers or customer support departments.

• Roles can be onsite, in an office, or remote. 

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 1 years of experience.