Customer Service Representative - Digital Channels

Purpose of Role : We 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 Role :

• Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner.
• Provide accurate information regarding products, services, billing, and policies.
• Troubleshoot problems and guide customers through step-by-step solutions when needed.
• Manage multiple chat conversations simultaneously while maintaining high-quality responses.
• Escalate unresolved or complex queries to the appropriate support level or department.
• Log all customer interactions accurately and thoroughly into the CRM or ticketing system.
• Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency.
• Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT).

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