A Naukri Group company
LoginHire Local Staff
A Naukri Group companyLoginHire Local Staff
20,000 - 35,000 /month*
Unity Small Finance
Juinagar West, Navi Mumbai
₹5,000 incentives included
6 - 72 months Experience in Customer Support / TeleCaller
Full Time
An Email and Chat Support role focuses on delivering clear, written customer service through digital channels rather than phone calls.
Key Roles and Responsibilities
Respond to Inquiries: Answer customer questions and requests accurately via live chat platforms and official emails.
Resolve Issues: Troubleshoot technical problems, account errors, or product issues in real-time.
Multitask Conversations: Handle multiple active chat sessions at the same time while keeping response times fast.
Maintain Written Tone: Write polite, clear, and professional messages that match the brand's voice.
Update CRM Systems: Log customer details, ticket statuses, and interaction notes in company databases.
Escalate Complex Cases: Forward high-level technical or angry customer complaints to senior support or specialized teams.
Meet Performance Goals: Track and maintain key metrics like First Response Time (FRT), Customer Satisfaction (CSAT), and Handle Time.
Use Knowledge Bases: Leverage internal guides, FAQs, and product resources to deliver quick solutions.
Collaborate with Teams: Work closely with billing, sales, or technical departments to clear pending customer tickets.
Follow Compliance Rules: Adhere to data privacy laws and company guidelines during all text-based interactions.
If you are preparing for an interview or writing a resume for this role, let me know the industry (e.g., e-commerce, tech/SaaS, BPO) so I can tailor the key responsibilities to that field.
