Email & Chat Process Executive

Job Description: L1 Customer Service Agent (Chat Support) – Quick Commerce

About the Role

We are looking for a proactive and customer-focused L1 Customer Service Agent to join our quick commerce support team. In this role, you will be the first point of contact for customers reaching out through chats. You will help resolve common issues related to orders, deliveries, payments, product availability, and app usage, ensuring a fast and seamless customer experience.

Key Responsibilities

Customer Support (Chat)

Respond to customer queries via chat within defined SLAs.

Provide clear, concise, and empathetic assistance using approved scripts and knowledge base guidance.

Handle general inquiries related to orders, delivery status, missing/damaged items, promotions.

Order & Delivery Resolution

Track and update customers about order status and delivery delays.

Process refunds and compensation as per policy.

Communicate with internal teams when required to resolve order or delivery issues.

Operational & Administrative Work

Verify customer information following company protocols.

Log all interactions accurately in ticketing systems.

Classify and categorize conversations for reporting and analytics.

Identify recurring issues and flag them to the supervisor or L2 team.

Escalation Management

Escalate complex, policy-exception, or technical cases to L2 or relevant teams.

Follow escalation matrix and maintain clear communication on next steps with customers.

What We’re Looking For

Mandatory Skills

Excellent written communication skills.

Strong comprehension and ability to provide quick, accurate responses.

Customer-first mindset with empathy and patience.

Ability to multitask across multiple conversation windows.

Minimum Typing Speed of >35 WPM with 90% Accuracy

Preferred Skills

Experience with chat-based customer service (e.g., food/grocery delivery, e-commerce, or quick commerce).

Familiarity with CRM tools such as Kapture, Zendesk, Freshdesk, or similar.

Soft Skills

Problem-solving ability with limited information.

Calm under pressure during peak hours or high-volume situations.

Good time management and attention to detail.

Ability to adapt quickly to new tools and policy changes.

Qualifications

Minimum 6 months–2 years of customer service experience (chat preferred).

High school diploma or Bachelor’s degree.

Comfortable working in a fast-paced, operational environment.

Willingness to work in shifts, weekends, and holidays as per business needs.

Key Performance Indicators (KPIs)

First Response Time (FRT)

Average Handling Time (AHT)

First Contact Resolution (FCR)

Customer Satisfaction Score (CSAT)

Accuracy in logging & resolution compliance

Internal Quality Audits

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.