• assisting customers through live chat by answering inquiries, troubleshooting issues, and providing information about products or services
• managing multiple conversations
• documenting interactions
• maintaining professionalism, and meeting performance targets like response time and customer satisfaction
• has strong written communication, empathy, and problem-solving skills are essential.

Core responsibilities

• Customer assistance: Respond to customer questions and concerns via live chat and other messaging platforms.
• Troubleshooting: Help customers navigate products or services and resolve technical or order-related issues.
• Information provision: Provide accurate and comprehensive information on products, services, and company policies.
• Documentation: Accurately record customer interactions, including inquiries, solutions, and follow-up actions.
• Escalation: Escalate complex issues to higher levels of support when necessary.
• Performance management: Meet or exceed performance goals, such as customer satisfaction scores and chat volume.
• Team collaboration: Work with team members and other departments to ensure consistent and effective support. 

Essential skills and qualifications

• Excellent written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask and handle multiple chat conversations simultaneously.
• Computer literacy and familiarity with chat software.
• Professionalism and patience, especially when dealing with frustrated customers.
• Empathy and a customer-centric approach.
• Proficiency in product knowledge and company policies.
• Ability to adapt communication style to different customers.