Chat Support Executive

Operations
Bangalore
Full Time

About Us:

Swift is building a next generation checkout stack for India - a platform rolling up payments and logistics solution for all fulfillment needs. We give businesses the opportunity to provide a customer experience at par with the likes of Amazon and Flipkart, all the while saving money and time. Think of us like Amazon without the website listing - we let our sellers design their own sales channel.

We believe there are many things a seller or small business has to worry about when selling online, logistics/payments/etc shouldn't be one of them. With our solution, SMBs and D2C brands get access to technologies and services like next day delivery, same day delivery, live package tracking, Card/Cash on delivery, scheduled delivery etc, making parcel delivery just as simple as collecting payment.

We also provide robust APIs which makes it easy for developers to add shipping capabilities to their multichannel online store.

We want to be the #1 checkout platform that is reliable, easy to use and affordable.

Our Requirements:

  • College Degree or 0- 2 years equivalent experience
  • Experience talking to customers or a similar support role
  • Experience with MS Office
  • Exposure to ticket management software such as Freshdesk
  • Excellent communication and problem-solving skills
  • Patience and customer empathy

About the role

The primary responsibility of the role is to interface with our customers. The candidate is responsible for managing customer expectations and escalations. Some of the responsibilities would be as follows-

  • Respond to customer queries in a timely and accurate way, via chat, phone or email.
  • Identify customer needs and help customers use specific features.
  • Analyze and report any malfunctions.
  • Update our internal database with information about issues and customer escalations.
  • Follow up with customers to ensure their escalations are resolved
  • Gather customer feedback.

Key Takeaways

  • You to be a part of a small, but a super capable team.
  • The opportunity to work closely with founders to define, scope, estimate and plan various aspects of the operations process. Being one of the first hires at Swift, you will be involved in both high and low-level decision making. This means a lot of ownership, which we cultivate by having a flat structure.
  • Competitive compensation.

To apply drop us a mail at ops_hiring@goswift.in with your resume and a very short description about yourself and we will get back to you.