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    Job Description For Customer Service Consultant - Swiggy Chat Process

    Uploaded by

    Pawan Prajapati
    This job description is for a Customer Service Consultant position working from home to provide chat support for Swiggy. The role involves resolving customer issues and questions through the app chat by coordinating with delivery executives and restaurants. Consultants must be available 26 days per month for 5 hours shifts between 7 PM to 12 AM, with the ability to work flexible hours as needed. The selection process includes interviews and tests to assess English proficiency, typing speed, and ability to handle multiple tasks. New hires will undergo 3 weeks of training before beginning chat support. Compensation is Rs. 6,000 per month fixed pay plus incentives for meeting customer satisfaction and other targets.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Job Description For Customer Service Consultant - Swiggy Chat Process

    Uploaded by

    Pawan Prajapati
    1K views2 pages
    This job description is for a Customer Service Consultant position working from home to provide chat support for Swiggy. The role involves resolving customer issues and questions through the app chat by coordinating with delivery executives and restaurants. Consultants must be available 26 days per month for 5 hours shifts between 7 PM to 12 AM, with the ability to work flexible hours as needed. The selection process includes interviews and tests to assess English proficiency, typing speed, and ability to handle multiple tasks. New hires will undergo 3 weeks of training before beginning chat support. Compensation is Rs. 6,000 per month fixed pay plus incentives for meeting customer satisfaction and other targets.

    Original Title

    JD Swiggy

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    This job description is for a Customer Service Consultant position working from home to provide chat support for Swiggy. The role involves resolving customer issues and questions through the app chat by coordinating with delivery executives and restaurants. Consultants must be available 26 days per month for 5 hours shifts between 7 PM to 12 AM, with the ability to work flexible hours as needed. The selection process includes interviews and tests to assess English proficiency, typing speed, and ability to handle multiple tasks. New hires will undergo 3 weeks of training before beginning chat support. Compensation is Rs. 6,000 per month fixed pay plus incentives for meeting customer satisfaction and other targets.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    1K views2 pages

    Job Description For Customer Service Consultant - Swiggy Chat Process

    Uploaded by

    Pawan Prajapati
    This job description is for a Customer Service Consultant position working from home to provide chat support for Swiggy. The role involves resolving customer issues and questions through the app chat by coordinating with delivery executives and restaurants. Consultants must be available 26 days per month for 5 hours shifts between 7 PM to 12 AM, with the ability to work flexible hours as needed. The selection process includes interviews and tests to assess English proficiency, typing speed, and ability to handle multiple tasks. New hires will undergo 3 weeks of training before beginning chat support. Compensation is Rs. 6,000 per month fixed pay plus incentives for meeting customer satisfaction and other targets.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Job Description for Customer Service Consultant - Swiggy Chat Process

    Swiggy Chat process – Work from Home

     Type of employment: Consultant mode with Smarterbiz, for Swiggy


     Nature of a job: Work from Home - Customer Support via Chats
     Working Days / Working Hours: 26 days a month 5 hrs. a day
     Week Off –Mandatory working on Friday, Saturday & Sunday, OFF will be given during weekdays,
    should be flexible to work on week OFF if required by business
     Fixed shift Timing – 7 PM -12 AM (should be able to login on demand between 9AM – 7PM for
    additional OT support)
     Mandatory 5 hours of login time including productive Chat handling time and idle time and at least 26
    working days in the month.

    Job Description:

     Resolving chats raised by the customers through their app which requires a coordination between the
    pick up and delivery executives and stores
     Resolve ticket for the following reasons – order status, cancellation, delivery instruction, location
    issue
     Provide inbound chat support in the customer service activity by answering customers and making
    outcall to PDPs or stores related to their order 
     Establish relationship and trust with customer / PDPs / stores by ensuring qualitative service
     Know the products inside and out so that you can answer queries and resolve complaints
     Process orders, forms, applications, and requests
     Keep records of customer interactions, transactions, comments and complaints
     Maintain positive, empathetic and a professional attitude towards customers at all times
     Ensure customer satisfaction and provide professional customer support on Chats

    Selection Criteria and Eligibility:

     Education-Higher Secondary and above.


     English proficiency is must both written & verbal
     Good typing skill of about 20 words per minute with 90% accuracy
     Ability to handle multiple tasks simultaneously with appropriate priority while performing customer
    service
     Professional mail drafting skills are added advantage
     Must have a laptop or a computer with camera (good working condition)
     Android mobile phone (preferably a latest version)
     Genuine Windows 10 home addition and above is mandatory
     Minimum 4GB RAM
     Minimum 200 – 500 GB hard drive
     High speed internet connectivity (preferably Broadband/Wifi)
     A silent room to work
     Fresher or experienced, any field welcome, should be 18+

    Selection Process:

     2 rounds of telephonic interviews (Within 2to3 days)


     Assessment (2 type of tests) – Grammar and Language proficiency, Versant Test.
     Post Selection, all candidates must submit their documents for onboarding purpose

    Training Period details:

    Page 1 of 2
    Job Description for Customer Service Consultant - Swiggy Chat Process

     2 Days Soft Skill Training


     7-9 Days Product & Process Training
     7-9 Days OJT (On the Job Training)
     5 Days Certification
     Training to certification: Mandatory availability for 9 hours, mostly between 9 AM to 9 PM (Including
    1 hour break)

    Payout Details:
     Fixed Payout: Rs 6000/- (per month for achieving average productive hours per day of 4.5 hours with
    25 working days)
     Variable Payout: Incentive for meeting Business targets
    o Csat – 75% Payout Rs 500 Per month
    o FTR – 92% Payout Rs 500 Per month
    o Quality – 90% Payout Rs 500 Per month
     Over-time will be paid at Rs.100 per hour

     Training Payout
    Note: Pay cycle will start from day 1 of training on the basis of Rs 6000 per month calculation
    subjected to certification clearance.

    Document Required:

     Education certificate
     Address proof & Identification Proof ( Aadhaar Card & Pan Mandatory documents to be
    submitted )
     If experienced then we need experience letter / Reliving letter

    Page 2 of 2

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