Chat Support Associate
- OYO
- 2 - 7 years
- Noida, Gurugram
- 4 months ago
- Email to a friend
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Job Description
Job Summary
We are looking for a customer-focused Chat Support Executive to handle customer queries via live chat and digital platforms. The role requires excellent written communication, problem-solving skills, and the ability to deliver a high-quality customer experience while meeting performance and SLA targets.
Key Responsibilities
- Handle customer queries through live chat and digital platforms in a timely and professional manner.
- Resolve customer issues related to bookings, services, payments, cancellations, and general inquiries.
- Maintain SLA, response time, and resolution quality as per company standards.
- Identify customer needs and provide accurate, effective solutions.
- Upsell or cross-sell services/products where applicable.
- Document all interactions clearly in the CRM system.
- Escalate complex issues to relevant internal teams (tech, operations, billing) when required.
- Follow SOPs, scripts, and quality guidelines consistently.
- Contribute to improving CSAT, NPS, and overall customer experience.
Skills & Requirements
- 2-7 years of experience in Chat Support / Customer Support / BPO (experience preferred but freshers can apply).
- Excellent written communication skills in English (additional languages are a plus).
- Strong problem-solving and customer-handling skills.
- Ability to multitask and manage multiple chats simultaneously.
- Comfortable working in rotational shifts / weekends / fast-paced environment.
- Basic computer knowledge and familiarity with CRM or chat tools.
- Customer-first mindset with attention to detail.
- Comfortable with rotational Shift
Job Classification
Industry: Travel & TourismFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: FreshersContact Details:
Company: OYOLocation(s): Noida, Gurugram
Keyskills: Chat Process Email Support Chat Support International Chat Process
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