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).

Required Skills & Qualifications :

Must-Have :

0–3 years of experience in chat–based customer service or contact center role.

Excellent written communication skills with strong grammar, punctuation, and tone awareness.

Ability to multitask and manage concurrent chats effectively.

Strong typing speed and accuracy (typically 35+ WPM).

Familiarity with chat platforms and CRM tools.

Nice-to-Have :

Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.

Exposure to omnichannel support environments.

Multilingual skills are an advantage.

Success Metrics :

Chat First Response Time (FRT)

Chat Resolution Rate

Customer Satisfaction (CSAT)

Concurrent Chat Handling Efficiency

Adherence to Quality and Compliance Standards

Work Environment & Schedule :

Full-time role with shift flexibility, including evenings, weekends, or holidays as needed.

On-site