Customer Service Representative

JOB SUMMARY:

The Chat Support Representative is responsible for providing real-time assistance to customers through online chat platforms. This role ensures a high level of customer satisfaction by delivering accurate, timely, and empathetic responses to inquiries, complaints, and support requests in a professional manner.

KEY RESPONSIBILITIES

• Respond to customer inquiries via live chat, messaging apps, and/or email in a prompt and courteous manner.

• Resolve customer concerns by identifying the issue, explaining the best solution, and following up to ensure resolution.

• Maintain detailed records of customer interactions using CRM tools.

• Ticket and Tracker Management; Review tracker and prioritize tickets, Ensure timely updates of ticket status.

• Escalate complex or unresolved issues to appropriate departments.

• Stay updated on products, services, policies, and promotions to provide accurate information.

• Contribute to the development of knowledge base articles and FAQs.

• Maintain a professional tone and brand-aligned communication in all interactions.

  QUALIFICATION

• At least a high school diploma; a degree in Communication, Business, or related fields is an advantage.

• 1–2 years of experience in customer service, preferably in chat support or a BPO environment.

• Familiarity with handling inquiries for e-commerce, technology, or telecom industries is a plus.

• Excellent written English communication skills.

• Strong reading comprehension and multitasking abilities.

• Ability to maintain a positive, customer-first attitude under pressure.

• Fast typing speed with high accuracy.

• Problem-solving skills with a detail-oriented approach.

WORKING CONDITION

• Full-time position, six (6) days a week, shifting schedule.