Customer Experience Executive - Chat Support
Company name : Drink Prime
Posted on: 18th Jun 2026
Description
Role Objective
As a Chat Support Executive, you are the voice and "owner" of the customer’s experience. Your goal is not just to answer queries, but to resolve issues end-to-end. You will manage real-time interactions and ensure that no customer is left "high and dry" by providing proactive updates until their problem is fully resolved.
Key Responsibilities
● End-to-End Ownership: Take full responsibility for a customer’s issue from the first chat until final resolution. Avoid "hand-off" culture; even when a ticket is pending with Ops/Tech, you remain the customer's primary point of contact.
● Real-time Engagement: Manage 2–3 concurrent chat sessions professionally while maintaining a high response speed.
● Proactive Updates: Adhere to a 24-hour Status Update SLA for all open tickets. Ensure customers are informed of progress even if a final solution is still in progress.
● Problem Solving: Troubleshoot product issues using internal tools and a comprehensive knowledge base.
● Documentation: Maintain accurate and detailed logs of customer interactions in the CRM to ensure a seamless experience if another agent assists later.
● Feedback Loop: Identify recurring customer pain points and report them to the leadership team to help improve the product and process.
Requirements & Qualifications
● Education: High school diploma or equivalent (Bachelor’s degree preferred).
● Writing Skills: Exceptional written English with a focus on grammar, tone, and the ability to explain complex issues simply.
● Typing Speed: Minimum 40–50 WPM with high accuracy.
● Technical Savvy: Comfort navigating CRMs (like Freshdesk or Zendesk), WhatsApp Business, and internal dashboards.
● Emotional Intelligence: High level of empathy and patience to handle frustrated customers and de-escalate situations effectively.
● Work Ethic: Ability to work in a fast-paced environment and flexibility to work in rotational shifts, including weekends.
Process
Customer Service
Process
Ongoing
Language
Pay Out
Remuneration : NA
Start date: 18th Jun 2026
End date: 22nd Jul 2026
Duration: Ongoing months
Days of the week
Works Slots
Expertise Level
