Live Chat Agent

About the role

The Live Chat Agent will deliver prompt, courteous support to customers via our online chat platform. You will resolve inquiries, troubleshoot issues, and ensure a seamless digital experience while representing the brand’s values.

Key responsibilities

• Respond to inbound chat requests in a timely and professional manner.

• Diagnose and resolve product or service issues using problem‑solving techniques.

• Document interactions and update customer records accurately in the CRM.

• Escalate complex cases to appropriate departments while maintaining ownership.

• Identify recurring problems and suggest process improvements.

• Maintain up‑to‑date knowledge of company offerings and policies.

• Meet or exceed established service level agreements (SLAs) and quality standards.

Required qualifications

• 2–3 years of experience in customer service or live chat support.

• Proficiency with live chat software and CRM tools.

• Strong written communication skills with a clear, friendly tone.

• Demonstrated ability to troubleshoot and resolve issues independently.

• Excellent time‑management and multitasking abilities.

Nice to have

• Experience in the technology or e‑commerce sector.

• Familiarity with ticketing systems and knowledge bases.

• Multilingual capabilities.

• Certification in customer service or related fields.