Joan Technologies LTD

Joan Technologies LTD

Process Consultant – Chat Process (International) Location: Hyderabad | Job Type: Full-Time, Permanent | Experience: 2–4 Years About the Role We are looking for a skilled and motivated Process Consultant – International Chat Support to join our growing team in Hyderabad. This is a full-time, permanent position ideal for graduates with a strong background in international customer service through chat and mobile messaging channels. In this role, you will serve as a frontline ambassador for our customers, delivering exceptional service experiences through digital communication platforms. You will work in a fast-paced, results-driven environment where your ability to multitask, communicate clearly, and resolve issues efficiently will directly impact customer satisfaction and business outcomes. This role is best suited for immediate joiners who are comfortable working rotational night shifts in a work-from-office setup, five days a week with two rotational days off (Saturday and Sunday are not guaranteed as fixed days off). Key Responsibilities Deliver world-class customer service by responding to customer inquiries and concerns across multiple digital channels, including web chat and mobile messaging Build meaningful, trust-based relationships with customers through a consultative approach, understanding their current and future needs to provide tailored solutions Achieve first contact resolution on customer issues, negotiating positive outcomes while maintaining a high standard of professionalism and empathy Identify opportunities to enhance the customer experience by recommending relevant products and services based on individual customer needs Meet and consistently exceed quality goals, compliance regulations, and productivity targets set by the team Navigate multiple computer systems and applications simultaneously to service customers and help them get the most from available online and mobile platforms Accurately document customer interactions, including payment details, changes to personal information, address updates, and travel notifications Maintain up-to-date knowledge of products, processes, and platforms to ensure accurate and efficient customer support Collaborate with team members and supervisors to identify process improvements and contribute to a positive team environment Requirements Graduate degree in any discipline (mandatory) Minimum 2 years of international customer service experience, specifically supporting chat or mobile messaging channels Strong typing speed of at least 50 WPM with a minimum accuracy of 90% Excellent written communication skills with a clear, professional, and customer-friendly tone Quick navigation ability — web-savvy with the capacity to work across multiple tools and screens simultaneously Basic troubleshooting knowledge to assist customers with common technical or account-related issues Strong multitasking ability, including toggling between screens, applications, and customer threads without losing accuracy or focus Comfortable working rotational night shifts and rotational week-offs in a work-from-office environment Ability to join immediately or within a short notice period is strongly preferred What's on Offer Competitive salary with a structured compensation package Two-way cab facility provided for all rotational night shift timings Opportunity to work with an international customer base, enhancing your global exposure and professional growth A structured, performance-driven work environment with clear goals and regular feedback Career development opportunities within a growing organization