Live chat agent

We are seeking a motivated and customer-focused Remote Live Chat Agent to provide real-time support to customers through our online chat platform. In this role, you will assist customers with product inquiries, order issues, troubleshooting, and general support while delivering a positive and professional customer experience.

This position requires strong written communication skills, the ability to multitask efficiently, and the discipline to work independently in a remote environment.

Key Responsibilities

Customer Interaction
    •    Respond promptly to customer inquiries via live chat.
    •    Provide accurate information regarding products, services, billing, and policies.
    •    Troubleshoot and resolve basic customer concerns.
    •    Escalate complex issues to appropriate departments when necessary.
    •    Maintain a professional and empathetic tone in all interactions.

Performance & Productivity
    •    Manage multiple chat conversations simultaneously.
    •    Meet key performance indicators (KPIs), including:
    •    First response time
    •    Average handle time
    •    Customer satisfaction (CSAT)
    •    Resolution rate
    •    Follow company guidelines and quality standards.

Documentation & Systems
    •    Accurately document customer interactions in CRM systems.
    •    Update customer records and track recurring issues.
    •    Identify trends and provide feedback to supervisors.

Required Qualifications
    •    High school diploma or equivalent.
    •    1+ year of customer service or live chat experience preferred.
    •    Excellent written communication and grammar skills.
    •    Strong typing skills (40+ WPM preferred).
    •    Comfortable using CRM platforms and support tools.
    •    Reliable high-speed internet connection.
    •    Quiet, distraction-free home workspace.

Preferred Qualifications
    •    Experience with live chat software (Zendesk, Intercom, Freshdesk, LiveChat, etc.).
    •    Previous remote work experience.
    •    Basic technical troubleshooting knowledge.
    •    Sales or upselling experience.
    •    Multilingual skills are a plus.

Core Competencies
    •    Strong written communication
    •    Time management
    •    Attention to detail
    •    Problem-solving skills
    •    Customer-focused mindset
    •    Ability to work independently
    •    Adaptability in a fast-paced environment

Work Schedule
    •    Flexible scheduling may be available.
    •    Some evening, weekend, or holiday availability may be required depending on business needs.

Compensation & Benefits (Customize as needed)
    •    Competitive hourly rate or salary
    •    Performance-based bonuses
    •    Paid training
    •    Growth and advancement op