Ember Cookware
Website:
embercookware.com
Job details:
Role: Customer Support Executive - Chat Support
Experience: 1 - 3 years
Qualification: Graduate in any discipline
Industry preference: D2C / E-commerce / Fintech
Work mode: Rotational shifts with rotational weekend offs
About the role
We’re looking for a Customer Support Representative (Chat) who can deliver fast, accurate, and empathetic support to customers through real-time chat.
This role is critical to ensuring a seamless customer experience, reducing resolution time, and driving high customer satisfaction while maintaining operational efficiency.
What you’ll do
- Handle real-time customer queries through website, app, WhatsApp, and social channels.
- Provide quick, accurate, and customer-first resolutions.
- Maintain low First Response Time (FRT) and high First Contact Resolution (FCR).
- Understand customer issues and provide clear, structured solutions.
- Identify and escalate complex or high-risk cases to the relevant teams.
- Maintain accurate ticket documentation and tagging for reporting and analytics.
- Follow defined SOPs while applying judgment to improve the customer experience.
- Collaborate with internal teams including Operations, Product, and Logistics to resolve customer issues.
- Identify recurring issues and proactively highlight opportunities for improvement.
What we’re looking for
- 1-3 years of experience in customer support, preferably in chat or email support.
- Graduate in any discipline.
- Experience in D2C, e-commerce, or fintech is a plus.
- Strong written communication skills - clear, concise, and customer-friendly.
- Ability to think quickly and respond effectively in real time.
- Strong customer empathy and problem-solving skills.
- Ability to multitask and handle multiple chats simultaneously.
- Strong attention to detail and process adherence.
- Basic analytical thinking for diagnosing and resolving issues.
- Comfortable working in a fast-paced, metric-driven environment.
Tools & systems
- Experience with chat and support tools such as Freshdesk, Freshchat, or CRM platforms is preferred.
- Familiarity with ticketing systems, tagging, and support workflows is a plus.
Working conditions
- Flexible to work in rotational shifts.
- Comfortable with weekend working and rotational offs.
Why join
- Opportunity to be part of a high-growth, customer-first organization.
- Exposure to real-time customer interactions and problem-solving.
- Opportunity to grow into quality, training, or operations roles.
Click on Apply to know more.
