Chat Support Executive

Job Summary

This role is for a service-oriented and detail-driven chat support professional who will assist customers in real time through chat and messaging channels. The position focuses on answering questions, clearing up issues, and creating a smooth customer journey while keeping responses fast and service standards high.

Key Responsibilities

• Handle customer questions across live chat, messaging apps, and web-based chat tools.
• Deliver prompt, courteous support for product, service, and account-related concerns.
• Work through issues linked to orders, payments, subscriptions, and technical problems.
• Pass unresolved or more complex cases to the relevant internal team.
• Log customer conversations accurately in CRM or ticketing platforms.
• Adhere to company procedures, workflows, and SLA expectations for response and resolution.
• Help customers with onboarding, account creation, and basic troubleshooting.
• Spot repeated customer pain points and suggest ways to improve processes.
• Maintain high customer satisfaction by offering efficient and empathetic assistance.

Required Skills & Qualifications

• A high school qualification is acceptable; a bachelor’s degree is preferred.
• 1 to 3 years of experience in customer support, chat support, or client service.
• Strong written English and fast, accurate typing skills.
• Ability to juggle multiple tasks while solving problems effectively.
• Comfort using support platforms such as Zendesk, Freshdesk, Intercom, LiveChat, or Salesforce.
• Basic computer skills and the ability to work across several systems at once.
• Good attention to detail and solid time-management habits.
• Capable of working independently in a remote environment.

Preferred Qualifications

• Prior exposure to e-commerce, SaaS, fintech, healthcare, BPO, or technical support settings.
• Understanding of support metrics such as CSAT, SLA compliance, and response-time targets.
• Basic knowledge of technical troubleshooting.
• Experience assisting international customers.
• Multilingual communication ability is an added advantage.