Job Title: Chat Support Specialist(Rotational Shifts)

Location: Panchkula, Haryana

Experience Required: 6+ Years(Immediate Joiner)

Employment Type: Full-Time

Shift: Rotational Shifts (24x7 Support Environment)

Job Summary

We are seeking an experienced Chat Support Specialist with 6+ years of customer support experience to provide exceptional customer service through chat-based interactions. The ideal candidate will possess strong communication skills, problem-solving abilities, and experience handling customer inquiries, complaints, and service requests in a fast-paced environment. The role requires working in rotational shifts to support global customers.

Key Responsibilities

• Handle customer inquiries, concerns, and service requests via live chat in a professional and timely manner.
• Deliver high-quality customer support while maintaining defined service levels and customer satisfaction metrics.
• Investigate and resolve customer issues, escalating complex cases to appropriate teams when necessary.
• Provide accurate information regarding products, services, policies, and procedures.
• Maintain detailed records of customer interactions and resolutions in CRM/ticketing systems.
• Monitor multiple chat conversations simultaneously while ensuring accuracy and responsiveness.
• Collaborate with cross-functional teams to resolve customer concerns efficiently.
• Identify recurring customer issues and provide feedback for process improvements.
• Meet or exceed productivity, quality, and customer satisfaction targets.
• Support training and mentoring of junior team members when required.

Required Skills & Qualifications

• Bachelor's degree in any discipline.
• Minimum 6 years of experience in Chat Support, Customer Support, Customer Service, or Technical Support.
• Excellent written and verbal communication skills in English.
• Strong typing speed and multitasking abilities.
• Experience working with CRM, ticketing, or customer support platforms.
• Strong analytical and problem-solving skills.
• Ability to handle challenging customer interactions professionally.
• Comfortable working in rotational shifts, including weekends and holidays as per business requirements.
• Proficient in Microsoft Office applications and online collaboration tools.

Preferred Qualifications

• Experience supporting international customers.
• Exposure to e-commerce, telecom, BFSI, SaaS, or IT support environments.
• Experience with tools such as Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, LiveChat, or similar platforms.
• Prior experience in handling escalations and mentoring support agents.

Key Competencies

• Customer-centric mindset
• Effective communication
• Conflict resolution
• Attention to detail
• Time management
• Adaptability and flexibility
• Team collaboration
• Decision-making and ownership

What We Offer

• Competitive salary package
• Career growth opportunities
• Dynamic and collaborative work environment
• Training and development programs
• Employee engagement initiatives

Ability to commute/relocate:

• Panchkula, Haryana (Panchkula): Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Current Salary per month
• Expected Salary per month
• Available to work in rotational shifts.

Location:

• Panchkula, Haryana (Panchkula) (Preferred)

Work Location: In person