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:

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 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

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