Customer Support Email & Chat Process Executive

Roles & Responsibilities

1. Provide support to customers across multiple products via chat, email, and calls with
clear, professional communication.
2. Work in rotational shifts as per business requirements.
3. Respond to customer queries promptly and thoughtfully, ensuring detailed and
empathetic replies.
4. Take a proactive approach in addressing both individual tickets and broader user
concerns.
5. Consistently meet and exceed operational KRAs such as CSAT, first response SLA,
ticket resolution SLA, etc.
6. Collaborate with internal stakeholders through official communication channels.
7. Follow defined SOPs to ensure accurate query resolution.

Description

Job Description
We are the face of Practo when it comes to customer centricity. ✨
You will be interviewing for the role of Product Specialist, reporting to the Team Lead, Customer
Support. This role works closely across the support team to ensure customers receive the best
possible experience via email, chat, and phone.

Key Responsibilities:
1. Provide support to customers across multiple products via chat, email, and calls with
clear, professional communication.
2. Work in rotational shifts as per business requirements.
3. Respond to customer queries promptly and thoughtfully, ensuring detailed and
empathetic replies.
4. Take a proactive approach in addressing both individual tickets and broader user
concerns.
5. Consistently meet and exceed operational KRAs such as CSAT, first response SLA,
ticket resolution SLA, etc.
6. Collaborate with internal stakeholders through official communication channels.
7. Follow defined SOPs to ensure accurate query resolution.

Work Details:
● Work Days: 6 days/week (Rotational Week Offs)
● CTC includes incentives of 36K (per annum)

Qualification

Degree

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 6 months of experience.