Full job description

Job Summary:

We are looking for a friendly and skilled bilingual Customer Service Chat Representative proficient in both Hindi and English. In this role, you will provide exceptional support to our customers via live chat, helping them resolve inquiries, address issues, and offer guidance on our products and services. You must be fluent in both languages to communicate effectively with a diverse customer base and ensure a smooth, seamless experience.

Key Responsibilities:

• Respond to customer inquiries through live chat in both Hindi and English in a professional and timely manner.
• Assist customers with a variety of queries, including product information, order tracking, returns, exchanges, and troubleshooting.
• Provide clear, accurate, and concise responses in both languages, ensuring customer satisfaction and resolving issues efficiently.
• Maintain a high level of professionalism, empathy, and patience while interacting with customers.
• Identify and escalate complex issues to the appropriate department or supervisor as necessary.
• Use company systems, knowledge bases, and chat tools to find solutions to customer inquiries.
• Document customer interactions, complaints, and resolutions thoroughly.
• Meet or exceed individual performance metrics, including response time, customer satisfaction, and issue resolution time.
• Stay updated on product knowledge, services, and company policies to deliver accurate information.
• Collaborate with team members to meet and exceed service goals and objectives.

Requirements:

• Proven experience in a customer service role, preferably in a chat-based or bilingual environment.
• Fluent in both Hindi and English, with excellent written communication skills in both languages (fluency in speaking and understanding both languages is essential).
• Ability to handle multiple chats simultaneously while ensuring attention to detail.
• Strong problem-solving abilities and a customer-centric attitude.
• Familiarity with CRM systems, live chat software, and Microsoft Office Suite.
• Strong organizational and time-management skills.
• Ability to stay calm and composed while handling customer inquiries, especially in high-pressure situations.

Location: Must currently reside in Dubai