Customer Care Executive – Ecommerce Chats

iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.

Customer Care Executive – Ecommerce Chats

Job Purpose

• The Customer Care Executive will be responsible for providing professional, timely, and personalized customer support through chat and email channels. The role requires excellent written communication, strong customer focus, attention to detail, and the ability to consistently meet quality and productivity targets.

Key Responsibilities

• Handle customer inquiries through chat and email in a courteous and professional manner.

• Build rapport with customers and provide personalized support.

• Provide accurate and consistent product and service information.

• Probe, clarify, and verify customer information to understand and resolve customer needs.

• Demonstrate empathy and maintain professionalism when handling challenging customers.

• Accurately tag chats and emails in line with established guidelines.

• Ensure all customer interactions meet quality, compliance, and service standards.

• Identify customer experience or process gaps and escalate them to the Team Leader.

• Use approved systems and tools to respond to customer inquiries effectively.

• Adhere to assigned shifts, attendance requirements, and schedules.

• Meet daily productivity, quality, and other performance KPIs.

• Escalate complex or unresolved customer issues appropriately.

• Prepare daily performance reports where required.

• Support the onboarding and mentorship of new team members when assigned.

• Keep up to date with product, process, and service changes.

Qualifications & Skills

• Minimum Diploma or Bachelor’s Degree in a relevant field.

• 0–1 year of customer service experience; call centre or ecommerce experience is an added advantage.

• Excellent written and spoken English.

• Strong typing skills and computer literacy.

• Proficiency in Microsoft Office applications.

• Strong listening, probing, and problem-solving skills.

• Ability to communicate clearly and professionally through written channels.

• Strong emotional control and ability to remain calm under pressure.