Live Chat Agent.

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.