Chat Support (Morning Shift) - On-site, BGC

The primary focus is on live chat support, while also assisting with email tickets as part of the wider CX team. They’ll be the first point of contact for our customers helping with questions, subscription changes, orders, deliveries, products and any issues they may encounter.

Ideally, the candidate is comfortable working in a fast-paced environment, can confidently manage multiple conversations at once, and knows how to provide quick, clear and helpful support without losing the personal touch, while consistently meeting our CX KPIs.

They will also play a key role in identifying recurring customer, order and delivery issues, sharing feedback with the team and helping the business drive continuous improvement

Responsibilities:

Live Chat:

●     Manage incoming live chat and provide timely, friendly and accurate responses

●     Handle multiple conversations at once while maintaining a high standard of customer service

●     Quickly understand what the customer needs and provide clear, practical solutions

●     Take ownership of tickets from start to finish where possible

●     Escalate complex or high priority issues to team leads

Email support

●     Assist with inbound email tickets during quieter chat periods or when additional CX support is required

Qualifications:

1. At least three (3) years of live chat and email experience
2. Strong written comms skills and excellent attention to detail
3. Previous experience with Zendesk and Shopify (nice-to-have)