International chat Process-Customer Support (Only experienced)

Candidates typically face three rounds: an online aptitude test, a technical interview that includes role‑play chat scenarios and product knowledge questions, and a final HR interview focusing on cultural fit and communication skills. The difficulty is moderate; preparation should emphasize clear, concise communication, quick problem resolution, and basic logical reasoning.

IntouchCX promotes a supportive, collaborative environment where employees are encouraged to share ideas and take ownership of projects. The company offers clear growth paths, regular skill‑upgradation sessions, and a balanced work‑life schedule with rotational weekends. Employees often cite the inclusive culture and exposure to global clients as key motivators.

Minimum qualification: High school diploma or equivalent. No specific graduation degree required. Freshers with excellent English communication skills are welcome. Candidates should have 0‑6 months of experience in international chat support (preferred). No minimum percentage requirement; however, a strong academic record is advantageous. No backlogs allowed for candidates currently pursuing a degree. Candidates must be able to provide proof of identity (Aadhar) and be willing to work from the Hyderabad office.

Round 1: Online aptitude test (logical reasoning, data interpretation) → Round 2: Technical interview focusing on chat handling, product knowledge, and scenario‑based problem solving → Round 3: HR interview assessing cultural fit, communication style, and salary expectations

IntouchCX, formerly known as 24-7 Intouch, is a global customer care and technology company with more than 25 years of experience serving clients across retail, healthcare, technology, and e‑commerce sectors. The firm offers end‑to‑end omnichannel customer care, AI‑driven services, trust and safety solutions, and a suite of digital transformation tools. Its mission is to create delightful experiences for customers while helping partner brands grow through innovative, data‑driven support models. The company’s culture emphasizes continuous learning, creativity, and a collaborative spirit, allowing employees to experiment with new ideas and technologies. The role advertised is for a Customer Service Associate (CSA) in the International Chat Process. The CSA will interact with customers primarily from the United States via live chat, handling a variety of queries such as billing disputes, subscription cancellations, technical troubleshooting, and retention offers. The position is full‑time, office‑based in Hyderabad, and offers a performance‑linked compensation package along with statutory benefits like PF and ESI. Candidates will be part of a large team (100+ openings) that works in a fast‑paced, KPI‑driven environment. Key responsibilities include: 1. Managing inbound chat conversations with a focus on billing, cancellations, and technical issues. 2. Using persuasive communication to re‑engage churn‑prone users and present personalized retention offers. 3. Demonstrating deep product knowledge to educate customers and resolve queries efficiently. 4. Following structured communication frameworks to ensure empathy and clarity. 5. Documenting interactions accurately in cloud‑based CRM tools. 6. Meeting performance metrics such as Average Handle Time, Quality Score, CSAT, Save Rate, and Retention Rate. 7. Collaborating with cross‑functional teams (product, tech, and operations) to escalate complex issues. 8. Continuously improving personal performance through feedback and coaching. 9. Staying updated on the latest mobile platforms (Android & iOS) to troubleshoot device‑related problems. 10. Maintaining high attention to detail while multitasking in a high‑volume environment. Why join IntouchCX? The company offers a vibrant, inclusive workplace where fresh talent can grow alongside seasoned professionals. Employees benefit from regular training, clear career ladders, and exposure to international best practices. The performance‑based incentive structure rewards high achievers, and the organization’s emphasis on storytelling and innovation makes every day intellectually stimulating. Perks include PF, ESI, rotational weekends, and a strong recognition program, making IntouchCX an attractive destination for ambitious customer‑service professionals.