Customer Service Representative - Digital Channels

As a Customer Service Representative at our company, your role involves providing real-time chat-based support to customers. You will be responsible for responding to inquiries and issues promptly and professionally through live chat and messaging platforms. Your goal is to ensure a smooth and satisfying customer experience by offering accurate information, troubleshooting problems, and maintaining high-quality responses. This position is well-suited for individuals with strong written communication skills and a passion for problem-solving in a digital environment. Key Responsibilities: - 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). Qualifications Required: Must-Have: - 03 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. The company values certain success metrics including Chat First Response Time (FRT), Chat Resolution Rate, Customer Satisfaction (CSAT), Concurrent Chat Handling Efficiency, and Adherence to Quality and Compliance Standards. Please note that this is a full-time role with shift flexibility, which may include evenings, weekends, or holidays as needed.,