Customer Success Executive - Chat Support

About DrinkPrime

DrinkPrime is a subscription-based drinking water solution addressing the unreliable access to safe drinking water in urban India. Our mission is to transform people's perception of the water they drink by providing purifiers paired with integrated technology for daily water quality monitoring. Supported by prominent investors and driven by technology, DrinkPrime aims to make safe drinking water accessible and affordable nationwide.

Role Purpose

We are seeking a dedicated and customer-centric Chat Support Executive to join the Customer Success team. The role demands delivering timely, precise, and empathetic assistance to customers via digital communication channels. Familiarity with Freshchat or similar platforms is beneficial, alongside a strong desire to offer exceptional customer service.

Key Responsibilities

• Respond promptly and courteously to customer inquiries through live chat.
• Comprehend customer needs and deliver accurate solutions or guidance.
• Maintain exceptional communication, empathy, and service standards.
• Escalate complex issues appropriately to team leaders or relevant departments.
• Adhere to established workflows, SOPs, and quality norms.
• Utilize Freshchat or equivalent chat tools efficiently to handle multiple chats simultaneously.
• Maintain detailed documentation of customer interactions and resolutions.
• Provide feedback on recurring customer issues to the team for process enhancements.
• Achieve or surpass target performance metrics including first response time, resolution rate, and customer satisfaction scores.
• Engage in training programs to update product knowledge and improve skills.

Candidate Requirements

• Minimum 1 year experience in customer support, preferably in chat support roles.
• Experience with Freshchat, Freshdesk, or other modern chat platforms preferred.
• Excellent written communication with strong grammar and tone.
• Effective problem-solving ability and capacity to manage multitasking in a dynamic environment.
• High empathy, patience, and professionalism.
• Willingness to work rotational shifts and six rotational weekly offs per month.

Additional Information

This position is based in Bangalore and is open to male candidates only. For further information, candidates may contact the provided phone number.