Chat Support Executive Orange Health

Job Description - Customer Chat Support Process

We are seeking a proactive and persuasive Chat Support Executive to join our growing team in the chat-based support process. In this role, responsible for providing support related to the customers post order placement queries. This role combines customer service skills with basic knowledge specific to diagnostic tests, and backend operational knowledge to help the customers with the right answer to their queries ensuring trust and reliability for the customers.

Key Responsibilities

? Respond promptly and professionally to customer inquiries via online chat regarding diagnostics or lab-related issues

? Escalate complex or unresolved cases to higher-level support or technical teams.

? Guide customers through diagnostic processes, basic troubleshooting steps, and product/service navigation.

? Document all customer interactions and update information accurately in the case management or CRM system.

? Communicate test results, product information, and updates to clients as per protocols.

? Ensure follow-up with clients to confi rm resolution and satisfaction.

? Participate in regular training sessions to enhance product and support knowledge

Required Skills & Qualifications:

? Minimum: High school diploma or equivalent.

? Prior experience in chat support, diagnostics, lab customer service, or technical help desks preferred.

? Strong written communication skills, with attention to grammar and clarity.

? Proven problem-solving skills and attention to detail.

? Ability to multitask and manage multiple chat windows.

? Good interpersonal skills, patience, and the ability to remain calm under pressure.

? Profi ciency with CRM, ticketing, or chat support platforms.

? Commitment to reliability, punctuality, and adherence to company policies and procedures.

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