Customer Service Representative – Digital Channels

About the role

We are looking for a detail‑oriented, customer‑focused representative to provide real‑time support through live chat and messaging channels. The role requires strong written communication, the ability to multitask, and a passion for resolving issues quickly in a digital environment.

Key responsibilities

• Respond to customer inquiries via live chat and messaging platforms promptly and professionally.
• Provide accurate information on products, services, billing, and policies.
• Troubleshoot issues and guide customers through step‑by‑step solutions.
• Manage multiple concurrent chat conversations while maintaining quality.
• Escalate complex queries to the appropriate support level.
• Log all interactions accurately in the CRM or ticketing system.
• Follow chat scripts, tone guidelines, and brand voice standards.
• Meet performance targets such as response time, resolution time, and CSAT.

Required profile

• 0–3 years of experience in chat‑based customer service or contact centre environments.
• Excellent written communication with strong grammar, punctuation, and tone awareness.
• Ability to multitask and handle several chats simultaneously.
• Typing speed of at least 35 WPM with high accuracy.
• Familiarity with chat platforms and CRM tools.

Required skills

• Experience with Zendesk Chat, Intercom, LivePerson, or Fresh Chat.
• Proficiency using CRM or ticketing systems.