Chat Manager

Company: Jeena Sikho Lifecare Ltd.

Position: Chat Manager

Department: Customer Support / Community Management

Location: Zirakpur Head Office

Job Type: Full-Time

Experience: 1–3 Years

Opening: 1 Position

Job Summary

We are looking for a Chat Manager to manage customer and community conversations across chat and messaging platforms. The candidate will be responsible for ensuring timely and professional responses, resolving queries, and maintaining a high standard of customer communication.

Key Responsibilities

• Manage customer and community conversations across chat and messaging platforms.
• Ensure timely, accurate, and professional responses to customer queries.
• Monitor incoming queries, complaints, feedback, and requests.
• Coordinate with relevant departments to resolve customer issues effectively.
• Ensure response quality, professional tone, and consistency with brand communication standards.
• Handle multiple chats and conversations simultaneously while maintaining response quality.
• Identify recurring customer queries and coordinate with relevant teams for suitable solutions.
• Track common issues and provide feedback to improve the customer experience.
• Maintain records of customer interactions and important queries.
• Monitor response times and ensure timely resolution of customer concerns.
• Support the development and improvement of FAQs, standard responses, and chat communication processes.
• Prepare basic reports related to chat volume, queries, response time, and resolution.

Required Skills

• Excellent written communication skills.
• Strong customer service and query-resolution skills.
• Good multitasking and response-management abilities.
• Patience, empathy, and strong problem-solving skills.
• Good understanding of professional customer communication.
• Ability to handle difficult or escalated conversations calmly.
• Strong coordination and follow-up skills.
• Familiarity with CRM and chat management tools will be an advantage.
• Good knowledge of social media and messaging platforms.

Qualification

• Graduate in any discipline.
• 1–3 years of relevant experience in customer support, chat support, community management, or a similar role.
• Experience handling customer conversations through chat/messaging platforms will be preferred.