Overview
Job Description
About the role We are seeking a proactive Live Chat Agent to deliver real‑time support to our customers via chat channels. The successful candidate will handle inquiries, resolve issues, and maintain a positive brand experience while working on‑site.
Key responsibilities
Respond to inbound chat requests promptly, adhering to service level agreements.
Diagnose and troubleshoot customer problems, escalating complex cases when necessary.
Document interactions accurately in the CRM system.
Identify opportunities to upsell or cross‑sell relevant products and services.
Maintain up‑to‑date knowledge of product features, policies, and procedures.
Collaborate with support, sales, and technical teams to ensure seamless issue resolution.
Provide feedback on recurring issues to drive process improvements.
Required qualifications
2–7 years of experience in customer service or live‑chat support.
Proficiency with major live chat platforms (e.g., Zendesk Chat, Intercom, LivePerson).
Excellent written communication skills with strong grammar and spelling.
Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
Demonstrated problem‑solving aptitude and a customer‑first mindset.
High‑speed internet connection and a quiet workspace for on‑site operations.
Nice to have
Experience with CRM tools such as Salesforce or HubSpot.
Familiarity with basic HTML/CSS for formatting chat responses.
Previous experience in a SaaS or e‑commerce setting.
Multilingual abilities.
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