Chat Process Executive Job Description Template
Chat process executives provide real-time customer support through live chat and messaging platforms, resolving queries about orders, payments, products, and services. With Indian e-commerce and D2C brands serving millions of customers daily, chat-based customer support has become the primary service channel for companies like Flipkart, Myntra, Meesho, and Nykaa. Use our chat process executive job description template to attract candidates with fast typing and strong written communication skills. It covers key responsibilities, required skills, Indian education requirements, salary insights (Cost to Company (CTC)), and the selection process.
Job title:
Chat Process Executive
Location:
Mumbai, Maharashtra (or Bengaluru / Hyderabad / Gurugram / Pune / Chennai)
Job type:
Full-time, Permanent
Reports to:
Customer Support Team Lead
Experience:
0-2 years
Employment type:
Permanent
About the role
We are looking for Chat Process Executives to join our customer service team and handle real-time chat conversations with customers on our e-commerce platform. You'll manage 3-4 concurrent chat sessions, resolve queries about orders, returns, refunds, and product information within defined response time targets. This role is ideal for candidates who type fast, write clearly, and can multitask efficiently. Complete product training provided.
About the company: - Established: 2014 - Employees: 6,000+ - Industry: E-commerce (online fashion and lifestyle marketplace) - Certifications: ISO 27001, PCI DSS compliant - Presence: Headquarters in Mumbai; fulfillment centres across 25 cities; customer service operations in Mumbai and Bengaluru - Known for: India's top 3 online fashion marketplace with 50 million+ active customers; featured in Deloitte Technology Fast 50 India 2025
Chat process executive roles and responsibilities - Handle 3-4 live chat conversations simultaneously on the customer support platform (Zendesk, Freshchat, Intercom, or proprietary chat tool) - Respond to customer queries within 45-60 seconds - order status, delivery tracking, returns, refunds, exchange, and product information - Use predefined macros (canned responses) and modify them as needed to provide personalised responses - Troubleshoot common issues - payment failures (UPI, credit card, net banking, Cash on Delivery (COD)), coupon application problems, and address changes - Process return and refund requests - verify eligibility, initiate reverse pickup, track refund status (7-14 days to source), and keep customer informed - Escalate complex issues (fraud, seller disputes, technical errors) to the L2 team or respective department with full context - Maintain CSAT score of 4+ out of 5 and First Response Time under 60 seconds - Identify recurring issues and suggest improvements to the product or knowledge base team - Maintain knowledge of ongoing promotions, coupon codes, return policies, and shipping timelines to provide accurate information - Ensure data privacy - never share customer PII (phone, address, payment details) unnecessarily and follow data handling protocols
Chat process executive qualifications and skills - Excellent written English - clear, grammatically correct, and professional tone in chat responses - Typing speed of 35+ WPM with 90%+ accuracy - Strong multitasking ability - manage multiple chat windows while looking up information and updating CRM - Basic computer proficiency - CRM tools, tab switching, shortcuts, and email - Problem-solving skills - ability to find information quickly and provide correct solutions - Familiarity with chat tools (Zendesk, Freshchat, Intercom, Kustomer) is a plus - Knowledge of e-commerce workflows - order lifecycle, payment methods, return and refund processes - Patience and empathy - ability to handle frustrated customers in a written format - Working proficiency in Hindi for bilingual chat support is a plus - Prior experience in e-commerce or customer support preferred
Education and Experience Requirements - Minimum education: Class 12 / HSC pass - Graduation preferred: BA, Bachelor of Commerce (BCom), Bachelor of Business Administration (BBA), BSc - any discipline; freshers welcome - 0-2 years of experience in chat support, customer service, or e-commerce operations - Freshers with typing speed of 35+ WPM and strong English writing skills are eligible - 2-3 weeks product training provided - Prior experience with Zendesk or Freshchat is a plus
Chat process executive average salary
In India, Chat Process Executives earn 1.8-3 Lakhs Per Annum (LPA) CTC at the entry level and 3-4.5 LPA with 2+ years of experience. E-commerce companies typically pay 10-15% more than third-party BPOs. Night shift allowance adds ₹3,000-6,000 per month for processes serving US/UK customers.
Source: Indeed India Salary Data 2025; TeamLease Employment Outlook 2025.
Benefits - CTC includes: Basic + HRA + Shift allowance + Performance incentive (monthly, based on CSAT and response time targets) - Statutory: Provident Fund (PF), Employees' State Insurance Corporation (ESIC) (if gross ≤₹21,000/month), Gratuity (payable after 5 years) - Additional: Group medical insurance (₹3 lakh cover), annual bonus, employee discount on platform purchases (up to 30%) - Perks: Cab facility for night shifts (where applicable), subsidised cafeteria, learning and certification reimbursements
Other details - Probation period: 3-6 months - Notice period: 15-30 days (7 days during probation) - Immediate joiners preferred: Yes - can join within 7 days - Bond / Service agreement: None typically - Working days: 5-6 days a week (rotational week off) - Work mode: Work from Office (hub) or Work from Home (for select processes with company-provided laptop) - Shifts: Rotational shifts - morning (6 AM-3 PM), day (9 AM-6 PM), evening (3 PM-12 AM), night (6 PM-3 AM). Domestic e-commerce support primarily follows general shifts. - Relocation support: Not provided
Selection process
1. Typing test: 3-minute typing test to verify speed (35+ WPM) and accuracy (90%+)
2. Written communication assessment: 10-minute test to evaluate English grammar, sentence construction, and professional tone in chat responses
3. Personal interview: 15-minute face-to-face or video interview covering customer handling approach, multitasking ability, and shift flexibility
4. Chat simulation: 10-minute simulated chat session - handle 2 concurrent customer conversations while maintaining quality
5. HR interview: Salary expectation, notice period, work mode preference
6. Offer rollout
How to apply - Platform: Apply through the company careers portal, Naukri, Indeed, or LinkedIn - Documents: Resume (PDF), Class 12 / HSC marksheet, Aadhaar card, 1 passport-size photograph - Timeline: Rolling applications; assessment and interview completed within 3-5 days
Frequently asked questions
1. What does a Chat Process Executive do in India?
A Chat Process Executive handles 3-4 live chat conversations simultaneously, resolving customer queries about orders, payments, returns, and products. They work in e-commerce, telecom, travel, and BFSI companies, responding within 45-60 seconds per message.
2. What qualifications do I need to become a Chat Process Executive in India?
Class 12 / HSC pass is the minimum. Graduation is preferred. Typing speed of 35+ WPM and strong written English are essential. Familiarity with chat tools (Zendesk, Freshchat) is a plus. Freshers with good typing skills are welcome.
3. What is the average salary of a Chat Process Executive in India?
Entry-level salary is 1.8-3 Lakhs Per Annum (LPA). Experienced executives earn 3-4.5 LPA. Night shift allowance adds ₹3,000-6,000 per month. E-commerce companies pay 10-15% more than third-party BPOs.
4. How can I hire the right Chat Process Executive in India?
Use a typing test and written communication assessment as the primary filters. Follow with a chat simulation where the candidate handles 2 concurrent chats. Prioritise candidates with prior e-commerce or chat support experience. For bulk hiring, target candidates from customer service diploma programmes and Business Process Outsourcing (BPO) training institutes.