Intouch Work From Home Jobs in 2025

Intouch Work From Home Jobs in 2025 IntouchCX is revolutionizing customer experience by collaborating with top brands to build strong, meaningful connections through voice, chat, email, and social media. With advanced technology and a dedicated team, we are committed to delivering exceptional, quality-driven support that helps brands succeed.

We are looking for individuals with outstanding customer service skills and a passion for assisting customers. The ideal candidate should be able to understand customer expectations by using effective probing techniques and resolve issues efficiently.

Key responsibilities include addressing queries related to orders, inventory, and billing via live chat and email while ensuring customer satisfaction. Additionally, candidates must accurately document all customer interactions using the tracking tool to maintain seamless communication and service quality. If you are detail-oriented, customer-focused, and eager to be part of an innovative support team, this role is for you!

Short Details About Intouch Work From Home Jobs in 2025

Full Details About this Job:

Department Name = Intouch

Vacancy Name = Customer Service Representative (Chat / Email)

Vacancy Type = Permanent Jobs

Job Location = All Over India

Qualification = Any Degree Eligible

Gender = Male & Female

Age Limit = 19 Years to 37 Years

Job Openings = Check Apply Link For Detailed Information.

Customer Service Representative (Chat / Email) – Job Description

Job Responsibilities:

As a Customer Service Representative specializing in Chat and Email Support, you will play a crucial role in delivering outstanding customer service experiences. Your primary responsibility will be to handle customer inquiries, resolve concerns, and ensure a seamless interaction through web-chat and email communication channels. This role demands a high level of professionalism, patience, and a customer-centric approach to guarantee customer satisfaction.

Key Responsibilities:

1. Customer Support and Issue Resolution:
   • Respond to customer queries related to order status, inventory, billing issues, and general inquiries via chat and email.
   • Provide prompt and accurate resolutions to customer concerns while ensuring high-quality service standards.
   • Investigate and troubleshoot customer issues effectively, leveraging internal resources and tools.
2. Quality and Performance Standards:
   • Handle all customer interactions in accordance with pre-defined quality benchmarks and performance metrics.
   • Strive to achieve high customer satisfaction scores (CSAT) and minimize dissatisfaction (DSAT).
   • Ensure proper documentation of all interactions for future reference and process improvement.
3. Escalation Management:
   • Identify high-priority emails or urgent issues and escalate them to the appropriate department or supervisor.
   • Maintain a proactive approach in resolving complex customer complaints, ensuring adherence to the company’s guidelines and service standards.
4. Effective Communication and Documentation:
   • Clearly communicate information to customers in a professional and courteous manner.
   • Maintain accurate and detailed records of all customer interactions, ensuring that every case is properly logged in the system.
   • Provide concise and clear notes on actions taken or required follow-ups in the system for transparency and reference.
5. Team Collaboration and Coordination:
   • Work closely with co-workers, lead representatives, and other departments to enhance the overall customer experience.
   • Share insights and feedback with the team to improve processes and service quality.
6. Active Listening and Empathy:
   • Actively listen to customers, ensuring their concerns are fully understood before providing a response.
   • Exhibit empathy and patience, making customers feel heard and valued throughout the interaction.
   • Provide solutions that cater to customer needs while aligning with company policies.
7. Adherence to Policies and Procedures:
   • Ensure that all interactions comply with company policies, procedures, and industry regulations.
   • Stay updated with internal process changes and new policies to provide accurate information to customers.
   • Maintain thorough knowledge of internal systems to retrieve necessary data efficiently.
8. Continuous Learning and Development:
   • Stay informed about new processes, tools, and service updates to enhance service quality.
   • Actively participate in training sessions, team meetings, and skill development programs as required.
   • Strive for continuous improvement by taking feedback constructively and implementing changes accordingly.
9. Performance Metrics and SLA Adherence:
   • Respond to incoming chats and emails within the defined Service Level Agreements (SLA).
   • Maintain high efficiency and accuracy in resolving customer concerns, aiming for minimal resolution time.
   • Meet and exceed key performance indicators (KPIs) such as Average Handle Time (AHT), Quality Score, and Customer Satisfaction.
10. Other Duties:

• Take on additional responsibilities as assigned by supervisors or team leads.
• Assist in process improvement initiatives that contribute to enhanced customer experiences.

Skills and Competencies Required:

To be successful in this role, a Customer Service Representative (Chat / Email) must possess the following skills and attributes:

1. Fundamental Understanding of eCommerce Websites:
   • Familiarity with eCommerce platforms, online shopping processes, and customer behavior.
   • Ability to navigate order management systems and resolve related queries efficiently.
2. Excellent Communication Skills:
   • Strong written and verbal communication skills with an emphasis on clarity and professionalism.
   • Ability to write grammatically correct, concise, and professional responses.
   • Effective listening skills to understand customer concerns and provide relevant solutions.
3. Problem-Solving and Critical Thinking:
   • Ability to analyze customer issues and determine the best course of action.
   • Capability to make quick yet accurate decisions while adhering to company policies.
4. Multitasking and Organizational Skills:
   • Ability to handle multiple chat/email conversations simultaneously without compromising quality.
   • Strong organizational skills to manage high volumes of customer interactions.
5. Technological Proficiency:
   • Comfort in using CRM software, chat platforms, email management tools, and other relevant customer support systems.
   • Proficiency in using computers, phones, and basic office software.
6. Adaptability and Ability to Work Under Pressure:
   • Ability to handle high-pressure situations, manage customer expectations, and de-escalate conflicts.
   • Capacity to adapt quickly to changing business needs and work efficiently in a fast-paced environment.
7. Flexibility in Work Schedule:
   • Willingness to work various shifts, including weekends and holidays, based on business needs.
   • Availability to work flexible hours and adjust to schedule changes when required.
8. Basic Mathematical and Analytical Skills:
   • Ability to perform basic mathematical calculations for billing-related queries.
   • Capability to analyze customer data and transaction history to resolve disputes.
9. Professionalism and Teamwork:
   • Ability to collaborate with team members, supervisors, and cross-functional teams.
   • Maintain a professional demeanor while interacting with customers and colleagues.
10. Background Verification and Compliance:

• Must successfully pass a background check, if required, before joining the organization.
• Must comply with organizational policies, privacy standards, and security guidelines.

Education and Experience Requirements:

• Educational Qualification: Any Graduate (Bachelor’s Degree preferred but not mandatory).
• Experience Level: Open to candidates with 0 to 5 years of work experience. Prior experience in a call center or customer service environment (preferably Chat/Email support) is an added advantage.

Why Join Us?

• Opportunity to work in a dynamic and customer-centric environment.
• Gain valuable experience in eCommerce and digital customer service.
• Be part of a team that values growth, learning, and professional development.
• Competitive salary, incentives, and opportunities for career progression.

If you are passionate about helping customers, possess strong communication skills, and thrive in a fast-paced setting, we encourage you to apply and be part of our team!

👇 HERE YOU CAN JOIN OUR SAI VIKRAM ACADEMY FAMILY👇

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