Customer Support Associate_Chat Process

About FloBiz

Built by the same team that set up Koinex (India’s first & largest crypto exchange) in 2017, FloBiz is a neobank for SMBs designed to accelerate their growth and aims to offer a suite of digital products, utility tools and curated services to the rapidly growing & evolving small business sector in India. FloBiz is backed by Peak XV Partners (formerly Sequoia Capital), Elevation Capital (formerly SAIF Partners), Greenoaks Capital, Beenext, Think Investments and a set of marquee angels.

About myBillBook

myBillBook is India’s leading GST billing & accounting software available for both mobile & desktop platforms. It offers full capabilities of a miniature accounting system comprising invoicing, inventory maintenance, AR/AP management and business reporting, along with a horde of value add features like CRM, Staff Attendance & Payroll Management, SMS & WhatsApp Marketing etc. myBillBook has been designed from the business owner’s point of view and supports usage across multiple companies, users, devices and platforms with stateof-the-art data security & synchronization technologies for business on-the-go.

Job Summary:

We are looking for a proactive and customer-focused inbound process executive to handle chat requests raised by customers. In this role, you will be handling users who have raised queries via chat. Your goal is to assist them effectively, resolve their concerns, and ensure a smooth and satisfying customer experience.

Key Responsibilities:

• Inbound chats based on requests raised by users.
• Understand customer concerns and provide appropriate resolutions over the chat.
• Document the conversation outcomes accurately in the system/CRM.
• Follow standard chat scripts and maintain professionalism in all interactions.
• Escalate complex issues to relevant teams when required.
• Ensure timely follow-up for unresolved or pending cases.
• Coordinate with chat support agents for context or additional information if needed.
• Maintain high customer satisfaction by being empathetic, patient, and solution-driven.

Requirements:

• 1 -2 years of experience in Inbound chat support or customer service roles.
• Excellent verbal and written communication skills in English and Hindi (Hinglish). Any other regional language is an added advantage.
• Strong ability to understand customer issues clearly.
• Basic proficiency in using CRMs or support tools.
• Willingness to work in shifts, including holidays.
• Patience and a customer-first attitude.
• Minimum qualification: Graduate.

Language: English + Hindi

Location: Bommanahalli, HSR Layout.