Chat Support Executive Jobs in Mumbai

About This Role

QuickResolve India is hiring Chat Support Executives for its Mumbai operations team. The role is dedicated entirely to live chat and email customer support for an e-commerce fashion and lifestyle platform. There are no voice calls in this position — all customer interaction happens through written chat and email channels. Strong written Hindi and English skills, fast typing, and the ability to manage three simultaneous chat conversations are the core requirements for this role.

Role Context

You will report to the Chat Team Leader and work within a team of twelve chat support agents handling the fashion e-commerce client's customer service queue. Peak chat volumes occur between 7 PM and 11 PM IST, and the team handles order queries, return requests, size exchange questions, and account issues. You will be expected to maintain a response time under 90 seconds, manage three concurrent chats, and close each conversation with a verified resolution or a clear follow-up commitment.

Key Responsibilities

• Handle three concurrent live chat conversations for the fashion e-commerce client during assigned shifts
• Respond to customer emails within the 4-hour SLA window with clear, accurate, and friendly replies
• Process order status checks, return initiation requests, and refund status queries using the client portal
• Handle size exchange and product availability queries by checking live inventory systems
• Log resolution details and customer feedback in the support CRM after each chat is closed
• Escalate payment disputes, fraud reports, and damaged goods cases to the senior support queue
• Maintain first response time under 90 seconds and CSAT scores above the team's weekly target
• Contribute to the chat response library by submitting effective resolution templates for common queries

Requirements & Skills

• 0–2 years of chat support or email support experience; strong typists with good written skills welcome
• Fast and accurate typing — 40 words per minute minimum at under 5% error rate
• Excellent written Hindi and English with correct grammar, punctuation, and a warm tone
• Ability to manage three simultaneous chat conversations without losing context on any thread
• Comfortable working evening and night shifts when chat volumes are highest
• Detail-oriented with accurate order data entry and CRM logging habits after every chat
• Fashion or lifestyle domain familiarity is helpful but not required — product training is provided

Benefits & Work Conditions

• Monthly salary of ₹16,000–₹30,000 based on typing speed, written communication quality, and experience
• Evening shift allowance for shifts starting after 6 PM
• PF and ESI statutory benefits from the joining date
• Monthly chat quality incentive for agents maintaining CSAT above the weekly target consistently
• Fast-track promotion to Senior Chat Executive or Chat Team Lead for consistently high performers

Who Should Apply

This role suits candidates who prefer written communication over voice, type quickly and accurately, and want a BPO position without call center noise. If you are patient in writing, can handle parallel conversations without mistakes, enjoy helping customers with fashion and lifestyle order queries, and want evening shift hours in Mumbai with a consistent incentive structure, QuickResolve India's chat team is a well-matched environment.

About the Company

QuickResolve India manages digital customer support channels for fashion, healthcare, and insurance clients across India. The Mumbai chat team focuses on one of India's leading fashion e-commerce platforms and handles over 8,000 chat and email contacts daily. The team is known for fast response times, high written communication quality, and a promotion track that moves top chat agents into team lead and training roles within the first year.

How to Apply

Apply through this listing. Include your typing speed in WPM and any written customer support experience. Shortlisted candidates will complete a typing test and a written communication assessment before the interview.