CX Agents Email & Chat in Trivandrum | ITJOBCELL

CX AGENTS EMAIL & CHAT
  • 0 Applied
  • 14
  • Trivandrum
  • 0 - 0 Years
  • Not disclosed
  • CX Agents Email & Chat
  • 1 Days ago
Job Description
Job Title: Customer Experience Agent – Email & Chat Department: Customer Experience Operations Reports To: Customer Experience Supervisor Employment Type: Full-Time (40 hours per week) Location: Technopark, Kollam (Hybrid) Shift: Night Shift About the Role As a Customer Experience Agent (Email & Chat), you will serve as the written voice of our brand . You will handle real-time customer support over live chat—managing concurrent conversations without sacrificing quality —while also resolving email inquiries with clarity, speed, and empathy . You will own customer cases end-to-end to build trust and drive repeat customer loyalty . Core Responsibilities Email & Live Chat Management Respond to customer inquiries promptly over live chat and email while adhering to brand voice and quality standards . Manage concurrent live chat interactions efficiently without loss of speed or accuracy . Resolve product questions, order status inquiries, shipping issues, returns/exchanges, and billing concerns in concise, single replies or real-time sessions . Process refunds, order modifications, and replacements accurately in real time . Resolution & Escalation De-escalate frustrated customers in writing with patience, empathy, and a calm, professional tone . Apply company policies with sound judgment to find balanced solutions for both the customer and the business . Identify root causes of recurring issues and report trends to leadership . Documentation & Quality Log every interaction into the CRM with clear, accurate, and detailed notes . Consistently meet or exceed KPIs, including CSAT, First Response Time, Average Handle Time (AHT), First Contact Resolution (FCR), Chat Concurrency, and QA scores . Required Qualifications Experience: 3+ years in customer service, specifically in e-commerce and written/live chat or messaging support roles . Language & Communication: Fluent in American English with excellent written grammar, fast and accurate typing skills, and clear phrasing . Technical Skills: Proficiency in CRM platforms, e-commerce operations, order management systems, MS Office, and Google Workspace . Multi-tasking: Proven ability to manage a full queue and handle multiple active chat windows simultaneously . Shift Availability: Full commitment to fixed night shifts aligned with US business hours and mandatory coverage during peak seasons (Black Friday, Cyber Monday, Holidays) . Preferred Qualifications Hands-on experience with Gorgias, Zendesk, Kustomer, or Shopify . Experience working in international, cross-cultural, or metrics-driven environment . How to Apply Send your updated resume to akash.m@incrediblevisibility.com with the subject line "Application: CX Agent - Email & Chat - [Your Name]"
Skills
Proficiency with CX/ticketing platforms: Zendesk, Kustomer, Gorgias . Direct experience with Shopify or DTC e-commerce ecosystems . Experience working in international/US-facing, cross-cultural environments . Degree in any discipline or equivalent professional experience

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