Customer Support Associate Chat Process

Role Overview: As a Customer Support Executive – Non\-Voice, you will manage customer and stakeholder interactions across email and chat channels. You will be responsible for delivering accurate, SLA\-driven responses while ensuring high\-quality case resolution and adherence to Bhanzu’s service excellence standards.

• *Key Responsibilities:**

• Serve as the single point of contact (SPOC) for customer and internal stakeholder queries across email and chat channels
• Manage and resolve support tickets within defined SLAs and quality benchmarks
• Handle high\-priority, escalated, and critical cases with urgency and accountability
• Ensure end\-to\-end case ownership, including cross\-functional follow\-through until resolution
• Proactively follow up with customers and stakeholders to ensure complete closure
• Maintain high standards of written communication, tone, and brand alignment
• Accurately log, categorize, and document all cases in CRM/ticketing systems
• Identify recurring issues and flag process gaps to drive continuous improvement

• *Required Skills:**

• Excellent written communication skills with strong grammar and business communication standards
• Typing speed of 30\-35 WPM or higher
• Strong email etiquette and structured response formulation
• Ability to handle concurrent chats and manage multiple open tickets efficiently
• Strong analytical and problem\-solving abilities
• Proficiency in CRM platforms, ticketing systems, and live chat tools
• Ability to manage high\-priority and time\-sensitive escalations
• Comfortable making outbound calls when required for faster resolution

• *Performance Expectations**

• Deliver high First Response Time (FRT) and Resolution TAT adherence
• Achieve strong CSAT and maintain high First Contact Resolution (FCR) where applicable
• Demonstrate ownership in resolving critical and cross\-functional cases
• Maintain productivity standards while ensuring accuracy and compliance

• *Preferred Qualifications:**

• Minimum 1 year of experience in email/chat support within a structured service environment
• Experience handling escalations, critical incidents, and internal stakeholder tickets
• Familiarity with customer service ticketing systems (e.g., Zendesk, Freshdesk, Salesforce)
• Customer\-first mindset with strong accountability and attention to detail

Pay: ₹360,000\.00 \- ₹500,000\.00 per year

Benefits

• Health insurance
• Paid time off
• Provident Fund

Work Location: In person