Live Chat Agent

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