About the role

The Live Chat Agent provides real‑time 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 brand’s voice in all communications.
Meet or exceed established performance metrics, including satisfaction scores and chat volume targets.

Required qualifications

1–7 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 fast‑paced environment.
Strong problem‑solving skills and a customer‑centric attitude.

Nice to have

Experience with e‑commerce or SaaS products.
Familiarity with ticketing systems such as Zendesk or Freshdesk.
Basic knowledge of HTML/CSS for troubleshooting web‑related issues.
Fluency in a second language to support a diverse customer base.

Live Chat Agent

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