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Job Description – Chat & Voice Support Executive
Company: Kapeefit Health Brand Pvt. Ltd.
Position: Chat & Voice Support Executive
Department: Customer Support / Operations
Location: [Location]
Employment Type: Full-Time
About Kapeefit
Kapeefit Health Brand Pvt. Ltd. is a rapidly growing healthcare and wellness company committed to helping individuals achieve better health through expert consultations, personalized wellness solutions, and exceptional customer experiences.
Job Summary
We are looking for a dedicated and customer-focused Chat & Voice Support Executive to manage customer interactions through calls, WhatsApp, live chat, and other communication channels. The ideal candidate should possess excellent communication skills in Hindi and English, strong customer handling abilities, and the capability to resolve customer concerns professionally and efficiently.
Key Responsibilities
- Handle inbound and outbound customer calls professionally.
- Respond to customer queries through WhatsApp, chat, email, and other support channels.
- Provide accurate information regarding products, services, consultations, and order-related concerns.
- Resolve customer complaints and escalate issues when required.
- Maintain proper records of customer interactions in CRM and Excel sheets.
- Follow up with customers regarding consultations, orders, and service-related matters.
- Ensure timely response and resolution of customer concerns.
- Coordinate with internal departments to provide seamless customer support.
- Maintain high customer satisfaction levels and service quality standards.
- Achieve daily, weekly, and monthly customer support KPIs.
Required Skills & QualificationsMandatory Requirements
- Minimum 1 year of experience in Chat Support, Customer Support, or Voice Process.
- Excellent verbal and written communication skills in Hindi and English.
- Strong customer handling and problem-solving abilities.
- Good knowledge of Microsoft Excel (data entry, filtering, sorting, basic formulas, reporting).
- Excellent typing speed with high accuracy.
- Ability to manage multiple chats and customer interactions simultaneously.
- Strong interpersonal and communication skills.
- Ability to work in a fast-paced environment.
Preferred Qualifications
- Graduate in any discipline.
- Experience in healthcare, wellness, e-commerce, or D2C industries will be preferred.
- Familiarity with CRM tools, WhatsApp Business, and customer support software.
Key Competencies
- Customer-Centric Approach
- Active Listening Skills
- Multitasking Ability
- Attention to Detail
- Time Management
- Team Collaboration
- Professionalism & Empathy
- Conflict Resolution
Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Response Time
- Resolution Time
- Chat Handling Efficiency
- Call Quality Score
- Follow-up Completion Rate
- Data Accuracy & Documentation
What We Offer
- Competitive Salary
- Performance-Based Incentives
- Career Growth Opportunities
- Learning & Development Programs
- Positive and Growth-Oriented Work Environment
Join Kapeefit Health Brand Pvt. Ltd. and become a part of a mission-driven team dedicated to transforming lives through better health and wellness.
Pay: ₹9,000.00 – ₹12,000.00 per month
Work Location: In person