Night Shift - Chat & Email Support Executive

Job description:

To manage multi-domain chat and email support efficiently during the night shift by ensuring prompt response times, maintaining CSAT targets, and delivering a seamless customer experience. The role also focuses on accurate handling of Flexi and return processes, proactively addressing customer feedback to reduce recurring issues, and contributing to continuous process and website improvements.

Key Responsibilities:

• Manage live chat support across multiple domains while maintaining an average chat handling time of 5 minutes.
• Monitor and review chatbot interactions to identify inaccurate or incomplete responses, and create follow-up tickets where necessary.
• Support the on-shift Customer Support representative during high chat volumes.
• Handle email support for assigned domains, ensuring responses are accurate, timely, and
• aligned with CSAT targets.
• Maintain productivity benchmarks, with an expected average of 80–100 emails resolved and 20+ live chats handled per shift.
• Collaborate with the morning team during periods of high email volume, as directed by the Manager.
• Manage Flexi and return processes for assigned domains, ensuring accuracy, timeliness, and a smooth customer experience.
• Provide operational support during peak seasons based on domain requirements.
• Proactively identify recurring customer issues and suggest actionable improvements to
• processes and website experience.

Work Location & Shift Structure:

Initial 2-month training will be conducted in-house during the day shift. Upon successful completion of the training period, the role will transition to a remote night shift (work from home). Shift timings will remain flexible based on business and domain requirements.