Chat Customer Service Specialist

About the role

We are looking for a proactive Chat Customer Service Specialist to engage with our customers via online chat and messaging platforms. You will provide timely assistance, resolve inquiries, and ensure a positive experience for users of our products and services.

Key responsibilities

• Respond to customer inquiries through live chat, delivering accurate information and comprehensive resolutions.
• Assist customers in navigating products or services, addressing technical issues and general questions.
• Troubleshoot problems and, when necessary, escalate complex cases to higher‑level support.
• Maintain professionalism and adhere to customer service etiquette in all interactions.
• Document each interaction, noting the nature of the inquiry, solutions provided, and any follow‑up actions.
• Balance NPS and RSAT metrics to ensure a positive experience while managing operating costs.
• Analyze risk areas and propose solutions that meet customer needs.
• Collaborate with other departments and perform account‑level system maintenance when required.
• Meet or exceed performance targets such as response time, customer satisfaction scores, AHT, availability, and chat volume goals.

Required profile

• 3‑5 years of real‑time customer service experience in an international (US & UK) environment.
• Proven ability to handle high‑pressure situations, de‑escalate irate customers, and achieve strong CX scores.
• Excellent written communication skills with a typing speed of at least 30 WPM and 90 % accuracy.
• Strong analytical and problem‑solving abilities.
• Ability to multitask and manage several chat conversations simultaneously.
• Goal‑oriented, self‑motivated, and willing to take initiative.

Required skills

• Basic banking knowledge of credit cards and retail banking.
• Excellent written communication with high grammar, spelling, and punctuation proficiency.
• Strong attention to detail and observation skills.
• Procedure‑driven judgment to identify optimal solutions.