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WN Infotech

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346 WN Infotech Jobs

Live Chat Support Specialist (E-Commerce)

WN Infotech

1-3 years

Noida, Pune, Gurgaon / Gurugram + 1 more

1 vacancy

WN Infotech

posted 5d ago

Job Role Insights

Key skills for the job

Customer Service Logistics Customer Support Analytical Chemistry CRM Customer Satisfaction

+ 2 more

Job Description

Job Summary

We are seeking a dedicated and customer-focused Live Chat Support Specialist to join our e-commerce team. This role involves providing exceptional real-time support to online customers, ensuring a seamless shopping experience, and addressing inquiries, issues, and concerns through live chat. As the first point of contact for customers, you will represent our brand, uphold service quality standards, and contribute to our business's success by fostering positive customer relationships.

Your Role and Responsibilities

Customer Interaction: Respond promptly and professionally to incoming live chat inquiries, providing accurate information and solutions to customers.

Problem Resolution: Diagnose and resolve customer issues, including product queries, order status updates, returns, and refunds, ensuring high customer satisfaction.

Product Knowledge: Develop a thorough understanding of the company's products, policies, and processes to offer comprehensive support.

Upselling and Cross-Selling: Identify opportunities to recommend additional products or services based on customer needs and preferences.

Customer Feedback: Collect and document customer feedback to help improve products, services, and user experience.

Collaboration: Work closely with other departments, such as sales, logistics, and IT, to ensure seamless issue resolution.

System Maintenance: Maintain accurate records of customer interactions in the CRM system for tracking and analysis.

Performance Metrics: Meet or exceed performance targets, including response time, resolution time, and customer satisfaction scores.

Required Technical and Professional Expertise

Communication Skills: Exceptional written communication skills with the ability to convey information clearly, concisely, and professionally.

Technical Proficiency: Familiarity with live chat software, CRM systems, and e-commerce platforms.

Problem-Solving Skills: Analytical thinking and a solution-oriented approach to customer concerns.

Time Management: Ability to handle multiple chat conversations simultaneously while maintaining accuracy and efficiency.

Customer Service Orientation: A genuine commitment to providing excellent customer service and fostering positive relationships.

Team Collaboration: Strong interpersonal skills and the ability to work collaboratively within a team environment.

Adaptability: Flexibility to adapt to new technologies, policies, and changes in a fast-paced e-commerce environment.

Qualification & Experience Required

Educational Background:

Bachelor s degree in Business Administration, Communications, or a related field. (Preferred but not mandatory)
Relevant certifications in customer service or e-commerce support are a plus.

Experience:

1-3 years of experience in a live chat or customer support role, preferably in the e-commerce industry.
Proven track record of meeting or exceeding key performance metrics in a similar role.

Employment Type: Full Time, Permanent

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