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:

• 03 years of experience in chatbased 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