Live Chat

About the role

The Live Chat Representative provides real‑time support to customers via chat platforms, ensuring swift resolution of inquiries and a positive brand experience. This role requires balancing multiple conversations while maintaining high standards of written communication and problem‑solving.

Key responsibilities

• Respond to inbound chat requests promptly, delivering accurate information and solutions.

• Document interactions in the CRM system, updating tickets and noting follow‑up actions.

• Identify and troubleshoot technical or service issues, escalating complex cases when necessary.

• Manage multiple chat sessions simultaneously while maintaining quality and professionalism.

• Handle dissatisfied or upset customers with empathy, employing conflict‑resolution techniques to achieve satisfactory outcomes.

• Collaborate with cross‑functional teams (sales, support, product) to resolve customer issues and improve processes.

• Track key performance metrics (response time, resolution rate, customer satisfaction) and contribute to continuous improvement initiatives.

Required qualifications

• 1–4 years of experience in customer service or live chat support.

• Proficiency with CRM software (e.g., Salesforce, Zendesk) and live chat platforms (e.g., Intercom, LivePerson).

• Strong written communication skills with attention to grammar, tone, and clarity.

• Demonstrated ability to multitask and manage several conversations concurrently.

• Effective problem‑solving and conflict‑resolution capabilities.

• High school diploma or equivalent; associate degree or higher preferred.

Nice to have

• Experience in a SaaS or e‑commerce environment.

• Familiarity with basic HTML or markdown for formatting chat responses.

• Certification in customer support or related fields.

• Fluency in a second language.