About the role As a Live Chat Agent you will provide real‑time written support to customers, resolving inquiries and issues efficiently. You will work from our office, collaborating with the support team to maintain high satisfaction scores.
Key responsibilities
Respond to incoming chat requests promptly, adhering to service level agreements.
Diagnose and troubleshoot customer problems using the company CRM and knowledge base.
Document each interaction accurately in the CRM system.
Escalate complex issues to appropriate departments while keeping the customer informed.
Maintain product knowledge and stay updated on new features and policies.
Identify trends in customer inquiries and suggest process improvements.
Balance multiple chat sessions simultaneously without compromising quality.
Required qualifications
Strong written communication skills with a professional tone.
Experience (0–8 years) in live‑chat support or similar customer‑service environments.
Proficiency with CRM platforms and ticketing systems.
Ability to multitask and manage several conversations at once.
Problem‑solving mindset and attention to detail.
Reliable attendance and ability to work on‑site during scheduled hours.
Nice to have
Familiarity with our industry’s products or services.
Experience using chat automation tools or chatbots.
Additional language proficiency.
Certification in customer service or support best practices.
