Customer Service Representative - Digital Channels

Job Description

About the RoleWe 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 RoleRespond to customer inquiries and issues via live chat and messaging platforms in a timely and professional mannerProvide accurate information regarding products, services, billing, and policiesTroubleshoot problems and guide customers through step-by-step solutions when neededManage multiple chat conversations simultaneously while maintaining high-quality responsesEscalate unresolved or complex queries to the appropriate support level or departmentLog all customer interactions accurately and thoroughly into the CRM or ticketing systemFollow chat scripts, tone guidelines, and brand voice standards to maintain consistencyMeet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT)Qualifications03 years of experience in chatbased 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 SkillsExperience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.Exposure to omnichannel support environments.Multilingual skills are an advantage. Preferred SkillsChat First Response Time (FRT)Chat Resolution RateCustomer Satisfaction (CSAT)Concurrent Chat Handling EfficiencyAdherence to Quality and Compliance Standards About the RoleWe 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 RoleRespond to customer inquiries and issues via live chat and messaging platforms in a timely and professional mannerProvide accurate information regarding products, services, billing, and policiesTroubleshoot problems and guide customers through step-by-step solutions when neededManage multiple chat conversations simultaneously while maintaining high-quality responsesEscalate unresolved or complex queries to the appropriate support level or departmentLog all customer interactions accurately and thoroughly into the CRM or ticketing systemFollow chat scripts, tone guidelines, and brand voice standards to maintain consistencyMeet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT)Qualifications03 years of experience in chatbased 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 SkillsExperience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.Exposure to omnichannel support environments.Multilingual skills are an advantage. Preferred SkillsChat First Response Time (FRT)Chat Resolution RateCustomer Satisfaction (CSAT)Concurrent Chat Handling EfficiencyAdherence to Quality and Compliance Standards

Keyskills :
written communicationcustomer servicetroubleshootingtyping speedmultitaskingCRM toolsZendesk ChatIntercomLivePerson