Role Overview
Chat Support Executive jobs in Mumbai involve helping customers through online chat instead of phone calls, by answering their questions and solving simple issues in writing.
You will handle multiple chat conversations, follow ready-made replies or templates where needed, update customer details and make sure every chat is clear, polite and helpful.
Key Responsibilities
- Respond to customer queries through live chat in a quick, accurate and friendly manner.
- Understand customer questions from their messages and give simple, step-by-step written solutions.
- Share information about products, services, orders, payments or basic technical issues as per process.
- Use saved replies or knowledge base articles and customise them to match the customer’s question.
- Handle more than one chat at a time while maintaining quality and proper grammar.
- Update customer records, chat summaries and status correctly in CRM or support tools after every interaction.
- Escalate complex or urgent issues to seniors or other teams when required and follow up if needed.
- Achieve daily and monthly targets for response time, number of chats handled and customer satisfaction.
Candidate Profile
- Minimum 12th pass; graduates are preferred for Chat Support Executive jobs in Mumbai.
- Freshers and candidates with 0–3 years experience in non-voice, chat or email support can apply.
- Good written English with correct spelling, basic grammar and simple sentence formation.
- Fast and accurate typing skills with comfort using computers and web-based tools.
- Ability to stay calm, read carefully and reply politely even when handling multiple chats.
Incentives and Growth
- Performance-based incentives depending on quality score, speed and customer feedback.
- Growth path to Senior Chat Support Executive, Quality Analyst, Email / Social Media Support or Team Leader roles.