Customer Care Executive – Ecommerce Chats

iSON Xperiences is a specialist in proactive customer engagement and customer experience management, partnering with leading brands to optimize their customer experience, revenue generation and business process management across the enterprise.\n\n### Role Overview\nThe Customer Care Executive – Ecommerce Chats is responsible for managing customer interactions through digital channels. The role involves building rapport with customers by handling all chat and email interactions in a professional manner, ensuring accurate communication of product information, and delivering high-quality support to meet organizational KPIs.\n\n### Duties & Responsibilities\n- Build rapport with customers by handling all chat/email interactions in a courteous and professional manner.\n- Ensure accurate and consistent communication of product and service information during all customer interactions.\n- Obtain, clarify, and verify customer information to ensure delivery of high-quality customer service.\n- Demonstrate empathy where required and provide customers with personalized and supportive assistance.\n- Accurately tag all chats/emails in line with the defined tagging guidelines.\n- Ensure all interactions meet the set quality standards and compliance requirements.\n- Contribute to continuous improvement of customer experience by identifying process or productivity gaps and reporting them to the Team Leader.\n- Use approved tools and systems to effectively respond to customer inquiries and requests.\n- Adhere strictly to attendance and shift schedules.\n- Support onboarding and training of new team members through mentorship where required.\n- Prepare and submit daily performance reports where applicable.\n- Escalate complex queries to the Team Leader for timely resolution.\n- Consistently meet daily performance targets and KPIs.\n\n### Knowledge, Skills & Abilities\n- Strong listening skills with the ability to probe effectively for accurate understanding of customer needs.\n- Good typing speed and strong computer literacy, especially Microsoft Office applications.\n- Excellent written communication skills with fluency in English (additional local languages is an advantage).\n- Ability to work effectively in a team-oriented environment.\n- Strong emotional control and ability to remain calm under pressure.\n- Positive attitude with a consistent level of energy and professionalism throughout the workday.\n- Willingness to continuously learn product and service updates.\n\n### Behavioural Competencies\n- Demonstrates strong understanding of products and services; maintains professionalism, friendliness, and empathy.\n- Supports colleagues and contributes to team success; observes punctuality.\n- Communicates clearly and professionally using facts and logic to resolve concerns.\n- Consistently meets targets despite repetitive tasks; monitors own performance.\n- Demonstrates enthusiasm, accountability, and sets personal development goals.\n- Responds positively to changing work demands and new processes.\n\n### Work Conditions\n- Ability to work in a 24/7 shift environment, including nights, weekends, and public holidays.\n- Willingness to work overtime based on business requirements.\n- Must reside within a reasonable commuting distance to the office.\n- May be required to undergo periodic occupational health assessments.\n\n### Requirements\n- Minimum of a Bachelor’s Degree or Diploma in a relevant field.\n- 0–1 year in customer service, preferably in a call center or ecommerce environment.\n- Basic understanding of customer service processes and product knowledge is an added advantage.\n\n### How to Apply\nInterested and qualified candidates should forward their CV to: using the position as subject of email.