The Role
Provide real-time chat support for technical and general customer inquiries, managing multiple conversations while meeting response-time targets. Document interactions, resolve issues, escalate complex problems, and collaborate on knowledge-base and process improvements. The role requires strong written communication, customer empathy, basic computer skills, flexibility for rotational shifts, and availability to work from the Gurgaon office.
Summary Generated by Built In
Summary
We are seeking a dedicated professional to join our IT Services team as a Customer Support representative specializing in chat-based interactions. In this pivotal role, you will serve as the primary digital liaison between our organization and its clientele, ensuring prompt and effective resolution of inquiries. The position demands a strong commitment to service excellence, requiring the ability to navigate multiple chat platforms simultaneously while maintaining a professional and empathetic tone. This role is critical for maintaining high customer satisfaction scores and upholding our brand reputation in a fast-paced environment.
Responsibilities
- Deliver high-quality support to customers through real-time chat channels, addressing technical and general inquiries with accuracy and efficiency.
- Manage concurrent chat sessions while adhering to strict response time targets and service level agreements.
- Document all customer interactions and resolutions in the designated tracking systems to ensure data integrity and facilitate future reference.
- Identify recurring issues and escalate complex technical problems to the appropriate engineering or management teams for resolution.
- Adapt to changing workflows and maintain a customer-centric mindset to resolve conflicts and exceed service expectations.
- Collaborate with cross-functional teams to improve knowledge base articles and support processes.
Requirements
Requirements
- Possess a customer-focused attitude with a genuine passion for delivering exceptional service experiences.
- Demonstrate excellent written communication skills, including proper grammar, spelling, and the ability to convey complex information clearly in text format.
- Hold a foundational understanding of computer operations, including proficiency with standard office software and chat interface tools.
- Be fully available and adaptable to work rotational shifts, including nights and weekends, to provide round-the-clock support.
- Commit to working from the Gurgaon office location as required by operational needs.
- Candidates with both fresh graduate qualifications and prior relevant experience are encouraged to apply.
Skills Required
- Customer-focused attitude and commitment to exceptional service
- Excellent written communication, grammar, spelling, and ability to explain complex information clearly
- Foundational computer operations knowledge
- Proficiency with standard office software and chat interface tools
- Availability for rotational shifts, including nights and weekends
- Availability to work from the Gurgaon office
- Fresh graduate or prior relevant experience
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The Company
What We Do
Vrinda International is a Chandigarh-based recruitment and education consultancy connecting job seekers and employers through domestic and international IT and non-IT hiring. It also supports students with overseas university admissions, visa applications, education guidance, and test preparation for IELTS, PTE, and other programs. Its tech-enabled talent portal provides job matching and career pathways across India and global markets, alongside staffing partnerships.
