Job Title

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 StandardsWork Environment & Schedule:- Full-time role with shift flexibility, including evenings, weekends, or holidays as needed. - On-site