Customer Support Executive (International Chat Process) (Panchkula)

Job Summary:

We are looking for a customer-focused Chat Support Agent with prior experience handling US-based chat support processes. The role involves resolving customer queries in real time via chat, ensuring high CSAT and adherence to process quality standards.

Key Responsibilities:

Handle multiple live chats simultaneously to assist US-based customers with queries, issues, and requests

Provide accurate, clear, and professional written responses in line with brand voice and guidelines

Resolve customer issues on first contact wherever possible; escalate complex cases as per process

Maintain and update customer records, chat logs, and issue tickets accurately in the CRM/tool

Meet and exceed individual performance metrics AHT, CSAT, quality score, resolution rate, and productivity

Stay updated on product/process knowledge, FAQs, and process changes communicated by trainers/TLs

Follow all compliance, data security, and confidentiality guidelines while handling customer information

Coordinate with QA/TL for feedback and continuously work on improving chat quality and speed

Manage difficult or irate customers professionally, de-escalating situations effectively via chat

Meet shift adherence, login/logout, and break schedule requirements consistently

Required Skills & Qualifications:

Graduate (any stream); Undergraduates with relevant experience may also apply

Minimum 12 years of experience in international chat support, specifically for a USA process

Excellent written English communication skills solid grammar, spelling, and tone

Ability to type quickly and accurately while multitasking across chats

Good understanding of US customer service etiquette and cultural nuances

Comfortable working night shifts aligned to US business hours

Basic computer proficiency (MS Office, CRM tools, ticketing systems)

Willingness to commute on own (no cab facility provided)

Compensation: Up to 38,000.00 per month

Work Location: In person .