Customer Service Executive

Job Title: Customer Service Executive (Inbound Calls/ Whatsapp)

Department: Customer Service

Reporting To: Team Lead

1. Job Purpose:

The WhatsApp Chat Support Executive manages customer interactions through digital platforms, ensuring timely responses and resolution of queries.

2. Key Responsibilities (KRAs):

• Respond to customer queries via WhatsApp and other digital channels.
• Manage multiple customer conversations efficiently.
• Ensure responses align with company policies and service standards.
• Escalate complex issues to the appropriate team.
• Maintain accuracy in logging chat interactions into CRM.
• Promote upselling and cross-selling of relevant products.

3. Key Performance Indicators (KPIs):

• Response time to customer queries.
• Customer satisfaction score (CSAT).
• Number of issues resolved via chat support.
• Upselling/conversion success rate.

4. Required Qualifications & Experience:

• Bachelor's degree or equivalent.
• 1-2 years of experience in chat support or digital customer service.
• Experience in handling WhatsApp Business API is a plus.

5. Skills & Competencies:

• Fast and accurate typing skills.
• Strong written communication skills.
• Ability to multitask and handle multiple chats simultaneously.

6. Reporting Structure:

• Reports to: Customer Service Team Lead.
• Works with: Sales, Operations, and IT Teams.

Interested candidate please share your resume to anusha.gour@parag.com.