Job Brief

HNR Tech is looking for a dedicated and driven Customer Support - Chat specialist to join our passionate team. We offer a performance-driven work culture that thrives on collaborative feedback and exposure to complex, international projects.

This role requires a consultative, sales-focused approach to helping website visitors convert into customers in an e-commerce environment.

As a Customer Support - Chat specialist, you will be responsible for guiding customers through their inquiries while delivering exceptional customer service with every interaction.

Temporary (3 Months) with Possibility of Full-Time Conversion

This role is for a 3-month temporary contract, with the possibility of conversion to full-time employment based on business needs and individual performance.

This position can be fully remote.

Key Responsibilities
• Engage with customers via live chat, responding promptly and professionally.
• Provide accurate and detailed information about our products and services.
• Assist customers in making purchasing decisions by understanding their needs and offering tailored recommendations.
• Handle multiple chat conversations simultaneously while maintaining high accuracy and service quality.
• Address and resolve customer concerns, focusing on customer satisfaction and retention.
• Process orders and manage customer interactions efficiently.
• Collaborate with team members to improve sales strategies and share insights.
• Meet or exceed individual and team sales / upsell targets.
• Keep detailed records of customer interactions, following up as necessary.

Skills & Qualifications

Technical Skills :
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint).
• Experience with CRM systems and online chat tools is a plus.

Non-Technical Skills :
• Excellent written and verbal English communication skills.
• Strong consultative sales approach with an ability to upsell and engage customers effectively.
• Analytical thinking and attention to detail.
• Ability to work independently and make decisions in a fast-paced environment.
• Demonstrated ability to manage multiple tasks and high chat volumes.
• Self-driven and motivated with a focus on learning and self-development.

Experience :
• Minimum of 30 months working in a US-based process , preferably in chat / email process in customer service, sales, or a related field.
• Familiarity with high-volume environments and e-commerce processes is highly preferred.

Education :

Preferred 10+2+3 education background, with consistent English medium throughout.

Work Schedule

Shift : US Shift Timing
• Regular Shift : 5 : 30 pm to 7 : 30 am IST (Any 9 hours).
• During Daylight Saving : 6 : 30 pm to 8 : 30 am IST (Any 9 hours).
• Must be available for peak seasons such as Black Friday / Thanksgiving week.
• Any 5 days a week with 2 consecutive days off (24 / 7 operation).

Job Location

This position offers flexibility as it can be remote or on-site at the following locations :
• Vasai, Mumbai, Maharashtra
• Nashik, Maharashtra
• Headquarters : Matunga, Mumbai, Maharashtra, India

Benefits
• Flexible Working Style
• Diversity and Inclusion
• Growth Opportunities
• Balanced Work-Life Culture

Equal Opportunity Statement

At HNR Tech, we are committed to fostering a diverse, inclusive, and welcoming workplace. We believe in creating an environment where all employees feel valued, regardless of race, color, religion, gender, family status, ****** orientation, national origin, disability, or any other legally protected grounds.