Online Chat Representative

About the role

The Online Chat Representative provides customer support through live chat, messaging platforms, and email. You will answer questions, resolve issues, and deliver product information while ensuring a positive experience for customers.

Key responsibilities

• Respond promptly and professionally to customer inquiries via live chat.
• Assist customers with orders, billing, account details, and product questions.
• Troubleshoot basic technical or service issues.
• Escalate complex problems to the appropriate department.
• Document all interactions accurately in the CRM or ticketing system.
• Follow company policies, quality standards, and confidentiality guidelines.
• Meet productivity targets such as response time, CSAT, and resolution rates.
• Stay updated on products, services, and internal procedures.

Required profile

• High school diploma or equivalent (associate’s or bachelor’s degree preferred).
• 0–2 years of customer service or chat support experience.
• Excellent written English communication skills.
• Strong typing speed (35–50+ WPM).
• Basic computer proficiency and ability to work with multiple applications.
• Effective problem‑solving and multitasking abilities.
• Reliable internet connection for remote work.

Required skills

• Experience using CRM software.