Customer Service Representative Digital Channels

As a Customer Service Representative, your role will involve providing real-time chat-based support to customers, ensuring a smooth and satisfactory experience. You will be responsible for responding to inquiries promptly and professionally, providing accurate information, troubleshooting problems, and managing multiple chat conversations simultaneously. It is essential to escalate complex queries appropriately and log all interactions accurately in the CRM system. Following chat scripts and maintaining brand voice standards will be crucial to meet performance targets such as Chat Response Time and Customer Satisfaction. Key Responsibilities: - Respond to customer inquiries via live chat and messaging platforms in a timely and professional manner. - Provide accurate information on products, services, billing, and policies. - Troubleshoot problems and guide customers through solutions. - Manage multiple chat conversations while maintaining high-quality responses. - Escalate unresolved queries to the appropriate level. - Log all interactions accurately in the CRM or ticketing system. - Follow chat scripts and brand voice standards. - Meet performance targets such as Chat Response Time and Customer Satisfaction. Qualifications Required: Must-Have: - 3 years of experience in chat-based customer service. - Excellent written communication skills with strong grammar and tone awareness. - Ability to multitask and manage concurrent chats effectively. - Strong typing speed and accuracy (35+ WPM). - Familiarity with chat platforms and CRM tools. Nice-to-Have: - Experience with tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat. - Exposure to omnichannel support environments. - Multilingual skills are an advantage. The company values metrics such as Chat First Response Time, Chat Resolution Rate, Customer Satisfaction, Concurrent Chat Handling Efficiency, and Adherence to Quality and Compliance Standards. In this full-time role, you will have shift flexibility, including evenings, weekends, or holidays as needed. The job may require on-site presence for effective customer support.,