Customer Support Expert

Description:

Bright Assist is hiring Customer Support Executives to deliver high-quality service for e-commerce customers. You will handle live chat, email, and other support channels, follow clear SOPs, and help improve customer satisfaction and retention.

Key Responsibilities:

Respond to customer inquiries via chat and email with accuracy and empathy

Troubleshoot order, billing, and product issues using internal tools and SOPs

Maintain response time, quality, and CSAT targets (KPIs)

Document interactions, escalate issues appropriately, and suggest process improvements

Requirements:

Fluent English (spoken and written) with minimal to no errors; this is a graded quality criterion

Background in Customer Service is a must; experience in e-commerce is a plus

Availability for five paid training days per week

Reliability, attention to detail, and a problem-solving mindset

Comfortable working on an EST schedule

Training, Quality, and KPIs:

New hires complete a paid training program (5 days per week)

You must meet defined quality standards and KPIs within 30 days of training. Failure to do so may result in backfilling the role.