Job Title: Customer Support Representative (Chat Process)
Company Name: Rhysley Private Limited
Location: Work from Home
Working Days: 6 Days (Rotational)
Working Hours: Rotational 9-Hour Shift
Job Summary
The Customer Support Representative (CSR) – Chat Process role involves managing customer inquiries through chat, resolving issues, and providing support for international clients. This remote position requires strong written communication skills, multitasking ability, and efficiency in handling customer queries professionally.
Key Responsibilities for Customer Support Representative
Customer Interaction
- Handle real-time customer queries through chat in a professional and efficient manner.
- Provide accurate and timely information regarding products, services, and company policies.
- Address customer complaints and concerns while maintaining a high level of customer satisfaction.
Problem Solving
- Analyze customer issues and provide effective solutions within the chat system.
- Escalate complex issues to relevant departments when necessary.
Documentation
- Maintain detailed and accurate records of customer interactions.
- Update customer information in the company database as required.
Quality Assurance
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Participate in training sessions and team meetings to stay updated on product knowledge and best practices.
Communication
- Maintain clear and professional written communication with customers.
- Collaborate with team members and other departments to improve the overall customer experience.
Performance Metrics
- Achieve targets for response time, resolution rate, and customer satisfaction.
- Continuously improve personal performance through feedback and self-assessment.
Customer Support Representative: Qualifications
Education: High school diploma or equivalent; Bachelor’s degree preferred.
Experience:
- Previous experience in customer support (chat/email process), preferably in a BPO or call center.
- Typing Speed: Minimum 30 to 35 WPM.
Skills Required:
- Excellent written communication skills in English (additional languages are a plus).
- Strong problem-solving abilities and attention to detail.
- Proficiency in using customer service software, live chat tools, and CRM systems.
- Ability to multitask and manage multiple chat interactions simultaneously.
- Flexibility to work in rotational shifts, including weekends and holidays if required.
Customer Support Representative: Technical Requirements
- Reliable high-speed internet connection (with static IP).
- A dedicated, quiet, and distraction-free workspace at home.
- Desktop/Laptop with a minimum of i3 processor & 8GB RAM.
- Headset with a microphone for clear communication.
Personal Attributes
- Empathy and patience in dealing with customers.
- Strong work ethic and commitment to excellent customer service.
- Team player with a positive attitude and adaptability.
Role: Customer Support Representative
- Chat Support
- Industry Type: BPM / BPO
- Department: Customer Success, Service & Operations
- Employment Type: Full Time, Permanent
- Role Category: Non Voice
About the Company
Founded by Mr. Harpreet Randhawa in 2019, Rhysley is one of the leading garment manufacturers and exporters with specialization in denim apparel. Since its inception, Rhysley has incessantly set the benchmark for excellence in crafting high-quality apparel for the B2B market. Over the years, we have worked with some of the most prestigious brands and retailers from across the world.
From its humble origins, Rhysley has grown to become a reliable apparel manufacturer, delivering solutions that meet the ever-evolving demands of global brands. We now operate state-of-the-art manufacturing facilities in India with a diverse workforce of more than 750+ people.
Our expertise extends across the entire manufacturing process right from conceptualization to the final delivery, with a focus on quality, sustainability, and client satisfaction. Our diversified product range and strong commitment to quality, sustainability, and ethical operations have established Rhysley as one of the most preferred and renowned garment manufacturers in the world.
Interview Questions and Answers for Customer Support Representative
1. Can you describe your experience in customer service and handling chat-based support?
Sample Answer: I have worked in customer service for X years, handling chat-based support for international clients. I am skilled in multitasking, managing multiple chat interactions, and providing accurate information efficiently.
2. How do you handle an angry or frustrated customer over chat?
Sample Answer: I stay calm, empathize with the customer, and acknowledge their concern. I then offer a solution or escalate the issue if needed while maintaining a professional and polite tone.
3. What do you do if you don’t know the answer to a customer’s question?
Sample Answer: I inform the customer that I will look into the matter and get back with an accurate response. I then consult available resources or escalate to the appropriate team.
4. How do you manage multiple chat conversations at once?
Sample Answer: I prioritize based on urgency and complexity, use canned responses where appropriate, and ensure each customer feels attended to without long delays.
5. How would you describe good written communication skills in customer support?
Sample Answer: Good written communication is clear, concise, professional, and empathetic, ensuring customers receive accurate information while maintaining a friendly tone.
6. How do you ensure accuracy when handling customer data?
Sample Answer: I carefully verify customer details, cross-check information, and follow company guidelines on data entry and security.
7. What tools have you used in previous customer service roles?
Sample Answer: I have experience with CRM systems like Salesforce, live chat tools, and ticketing software to manage and resolve customer queries efficiently.
8. What do you do if a customer requests something outside of company policy?
Sample Answer: I politely explain company policy and offer any alternative solutions that may be available within the guidelines.
9. Why do you want to work in a chat-based customer support role?
Sample Answer: I enjoy helping customers and find chat support to be an efficient way to resolve queries while maintaining a high standard of service.
10. How do you handle a high volume of customer queries while maintaining quality service?
Sample Answer: I stay organized, use templates where necessary, prioritize urgent requests, and ensure each customer gets a thorough response.
