Job Summary:

Wayfair, a global leader in e-commerce home goods, is seeking a motivated and customer-focused E-commerce Chat Support Executive to join our dynamic team. This is a non-voice position, ideal for professionals who excel at written communication and problem-solving. As part of our support team, you will assist customers through chat by resolving inquiries, providing product guidance, and ensuring an outstanding online shopping experience.

You will play a key role in maintaining Wayfairs reputation for exceptional customer service while working in a fast-paced, collaborative, and growth-oriented environment.

Key Responsibilities:

• Respond promptly and professionally to customer queries via chat, providing accurate information and solutions.

• Assist customers with order placement, product inquiries, returns, cancellations, and troubleshooting.

• Document and update customer interactions and issues in the CRM system.

• Collaborate with internal teams such as logistics, tech support, and product specialists to resolve customer issues efficiently.

• Identify trends in customer feedback and suggest improvements to processes and service delivery.

• Maintain high-quality standards for all chat interactions while meeting productivity and performance goals.

• Uphold Wayfairs brand values by delivering an excellent customer experience consistently.

Required Skills and Qualifications:

• Excellent written communication skills in English, with attention to grammar and tone.

• Strong problem-solving and analytical abilities.

• Familiarity with e-commerce platforms, online shopping, or retail operations is a plus.

• Ability to multitask and manage multiple chat conversations simultaneously.

• Basic computer skills, including proficiency with MS Office or Google Workspace.

• Patience, empathy, and a customer-first mindset.

Experience:

• Minimum 0–2 years of experience in customer service, chat support, or e-commerce support roles.

• Freshers with strong written communication skills and a passion for customer service are welcome to apply.

Working Hours:

• 5 days a week (Monday to Friday or as per company schedule)

• Flexible shifts may be offered depending on operational requirements.

• Non-voice role – entirely chat-based support.

Knowledge, Skills, and Abilities:

• Strong typing speed with accuracy and attention to detail.

• Ability to handle multiple chat interactions without compromising quality.

• Proactive in identifying customer needs and providing tailored solutions.

• Ability to adapt to evolving processes and technology platforms.

• Team-oriented mindset with effective collaboration skills.

Benefits:

• Competitive salary with performance-based incentives.

• Health and wellness benefits, including medical coverage.

• Paid time off and holidays.

• Opportunities for career growth and professional development within Wayfair.

• Training and skill enhancement programs.

Why Join Wayfair:

• Work with a global e-commerce leader and contribute to a customer-centric culture.

• Collaborative and inclusive work environment fostering innovation and creativity.

• Opportunity to develop your career in customer service, operations, and beyond.

• Flexible work arrangements and a supportive team culture.

How to Apply:

Interested candidates can apply online via the Wayfair careers portal or submit their resume and a cover letter highlighting relevant skills and experience. Only shortlisted candidates will be contacted for further selection rounds.