About the role
The Live Chat Agent provides realtime assistance to customers via our online chat platform ensuring swift resolution of inquiries and a seamless digital experience. This position requires strong written communication skills empathy and the ability to manage multiple conversations efficiently.
Key responsibilities
Respond to inbound chat requests promptly maintaining a target response time of under 30 seconds.
Diagnose and resolve product service and technical issues while adhering to company guidelines.
Document interactions accurately in the CRM system for future reference and reporting.
Escalate complex cases to the appropriate department and follow up to ensure closure.
Identify trends in customer inquiries and provide feedback to improve knowledge base articles.
Maintain a professional and courteous tone reflecting the brands voice in all communications.
Meet or exceed established performance metrics including satisfaction scores and chat volume targets.
Required qualifications
17 years of experience in live chat support or customer service roles.
Exceptional written communication skills with a keen eye for grammar and spelling.
Proficiency with chat platforms CRM software and basic troubleshooting tools.
Ability to multitask prioritize and manage time effectively in a fastpaced environment.
Strong problemsolving skills and a customercentric attitude.
Nice to have
Experience with ecommerce or SaaS products.
Familiarity with ticketing systems such as Zendesk or Freshdesk.
Basic knowledge of HTML/CSS for troubleshooting webrelated issues.
Fluency in a second language to support a diverse customer base.
Required Skills:
Live Chat Support Customer Service
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