About the Role

We are seeking a detail-oriented and customer-focused Customer Service Representative to handle real-time chat-based support for our customers. In this role, you will provide prompt, accurate, and courteous assistance through live chat and messaging channels, ensuring a smooth and satisfying customer experience. This position is ideal for individuals with strong written communication skills and a passion for solving problems efficiently in a digital environment.

Accountability & Responsibilities of Role

Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner
Provide accurate information regarding products, services, billing, and policies
Troubleshoot problems and guide customers through step-by-step solutions when needed
Manage multiple chat conversations simultaneously while maintaining high-quality responses
Escalate unresolved or complex queries to the appropriate support level or department
Log all customer interactions accurately and thoroughly into the CRM or ticketing system
Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency
Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT)

Qualifications

0–3 years of experience in chat–based customer service or contact center role.
Excellent written communication skills with strong grammar, punctuation, and tone awareness.
Ability to multitask and manage concurrent chats effectively.
Strong typing speed and accuracy (typically 35+ WPM).
Familiarity with chat platforms and CRM tools.

Required Skills

Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.
Exposure to omnichannel support environments.
Multilingual skills are an advantage.

Preferred Skills

Chat First Response Time (FRT)
Chat Resolution Rate
Customer Satisfaction (CSAT)
Concurrent Chat Handling Efficiency
Adherence to Quality and Compliance Standards

Customer Service Representative Digital Channels