ఇమెయిల్ & చాట్ ప్రాసెస్ ఎగ్జిక్యూటివ్

An Email and Chat Support role focuses on delivering clear, written customer service through digital channels rather than phone calls.

Key Roles and Responsibilities

1. Respond to Inquiries: Answer customer questions and requests accurately via live chat platforms and official emails.

2. Resolve Issues: Troubleshoot technical problems, account errors, or product issues in real-time.

3. Multitask Conversations: Handle multiple active chat sessions at the same time while keeping response times fast.

4. Maintain Written Tone: Write polite, clear, and professional messages that match the brand's voice.

5. Update CRM Systems: Log customer details, ticket statuses, and interaction notes in company databases.

6. Escalate Complex Cases: Forward high-level technical or angry customer complaints to senior support or specialized teams.

7. Meet Performance Goals: Track and maintain key metrics like First Response Time (FRT), Customer Satisfaction (CSAT), and Handle Time.

8. Use Knowledge Bases: Leverage internal guides, FAQs, and product resources to deliver quick solutions.

9. Collaborate with Teams: Work closely with billing, sales, or technical departments to clear pending customer tickets.

10. 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.

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 6 months - 6 years of experience.