About the role
The Live Chat Representative provides real‑time support to customers via chat platforms, ensuring swift resolution of inquiries and a positive brand experience. This role requires balancing multiple conversations while maintaining high standards of written communication and problem‑solving.
Key responsibilities
Respond to inbound chat requests promptly, delivering accurate information and solutions.
Document interactions in the CRM system, updating tickets and noting follow‑up actions.
Identify and troubleshoot technical or service issues, escalating complex cases when necessary.
Manage multiple chat sessions simultaneously while maintaining quality and professionalism.
Handle dissatisfied or upset customers with empathy, employing conflict‑resolution techniques to achieve satisfactory outcomes.
Collaborate with cross‑functional teams (sales, support, product) to resolve customer issues and improve processes.
Track key performance metrics (response time, resolution rate, customer satisfaction) and contribute to continuous improvement initiatives.
Required qualifications
1–4 years of experience in customer service or live chat support.
Proficiency with CRM software (e.g., Salesforce, Zendesk) and live chat platforms (e.g., Intercom, LivePerson).
Strong written communication skills with attention to grammar, tone, and clarity.
Demonstrated ability to multitask and manage several conversations concurrently.
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Effective problem‑solving and conflict‑resolution capabilities.
High school diploma or equivalent; associate degree or higher preferred.
Nice to have
Experience in a SaaS or e‑commerce environment.
Familiarity with basic HTML or markdown for formatting chat responses.
Certification in customer support or related fields.
Fluency in a second language.
