Live Chat Agent

Job Description

Job Purpose

The Live Chat Agent will be responsible for providing real-time support to customers through the live chat platform, ensuring prompt and effective issue resolution. This role requires excellent written communication skills, the ability to handle multiple chat sessions simultaneously, and a commitment to customer satisfaction.

Responsibilities

Assist customers with inquiries, requests, and complaints via live chat & emails (With a target interaction time of 10 minutes
Handle multiple chat sessions while maintaining high levels of customer satisfaction (1-2 Chats concurrently & CSAT Star rating of at least 4.8 / 5)
Make outbound calls to customers to follow up on inquiries or issues when necessary.
Escalate unresolved queries or issues to higher support levels.
Meet or exceed performance targets related to chat response time, resolution time, and customer satisfaction.
Support Call Center in times of critical outages & high call volumes

Requirements

Proven customer service experience (minimum 6 months).
English proficiency at B2 level or higher.
Strong problem-solving abilities.
Familiarity with CRM or ticketing systems preferred.
Availability to work in shifts, including nights and weekends.
Strong communication skills (Chat & Typing preferred).
Friendly and helpful attitude.
Ability to handle multiple chat sessions.
Task-oriented.
Commitment to customer satisfaction