We are looking for a proactive and customer-centric Live Chat Agent to join our support team. The Live Chat Agent will engage with customers through real-time chat to answer questions, resolve issues, and provide exceptional service. The ideal candidate has excellent written communication skills, a problem-solving mindset, and a passion for delivering outstanding customer experiences.
Key Responsibilities:
- Respond to customer inquiries promptly via live chat, messaging platforms, and other digital channels.
- Provide accurate information about products, services, policies, and promotions.
- Troubleshoot customer issues and guide them toward a resolution quickly and efficiently.
- Escalate complex issues to the appropriate department or team when necessary.
- Document interactions, customer feedback, and technical issues accurately in the system.
- Assist with basic technical support, order tracking, account management, and troubleshooting.
- Maintain a high level of product knowledge to provide effective solutions.
- Meet or exceed performance metrics such as response time, customer satisfaction scores, and chat resolution rates.
- Identify trends in customer issues and communicate insights to the team for continuous improvement.
- Stay up-to-date with company offerings, changes, and updates.
Requirements:
- Previous experience in a customer service, support, or sales role (preferably in a live chat or digital environment).
- Excellent typing, spelling, and grammar skills.
- Strong multitasking abilities — handling multiple chats at once.
- High level of empathy, patience, and a service-oriented attitude.
- Ability to work in a fast-paced environment and under pressure.
- Basic computer literacy and comfort with CRM or chat software tools (e.g., Zendesk, Intercom, LiveChat).
- Flexibility to work various shifts, including evenings, weekends, and holidays if needed.
Preferred Skills:
- Experience with e-commerce platforms or tech companies.
- Familiarity with KPIs like First Response Time (FRT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
- Multilingual abilities are a plus.
Working Conditions:
- Remote or on-site depending on company needs.
- Requires a quiet and professional workspace when remote.
- May involve sitting for extended periods while managing chats.