Email & Chat Support Executive - Contract

We are hiring an Email & Chat Support Executive on a contractual basis to handle customer support for multiple domains during the morning shift. The role requires prompt and accurate communication with customers, achievement of CSAT targets, proper handling of Flexi and return procedures, and delivery of a smooth customer experience. The candidate will also support in identifying recurring customer concerns and recommending improvements in internal processes and website experience.

Responsibilities:

• Manage email support for assigned domains, ensuring responses are timely, accurate, and aligned with CSAT targets.
• Meet productivity standards, with an expected average of 80–100 emails resolved and 20+ live chats handled per shift.
• Support the team during high email volumes as instructed by the Manager.
• Handle Flexi and return processes for assigned domains with accuracy, timeliness, and a customer-focused approach.
• Provide operational support during peak seasons as per domain requirements.
• Identify repeated customer issues and suggest practical improvements to processes and website experience.
• Handle live chat support across multiple domains while maintaining an average chat handling time of 5 minutes.
• Review chatbot interactions to identify incorrect or incomplete responses and create follow-up tickets where required.
• Assist the Customer Support team during periods of high chat volume.

Application Question(s):

• What's your current salary?
• What's your notice period?

Work Location: In person