Greetings from Intouchcx!

We are seeking a skilled and customer-focused Chat Agent to provide

real-time assistance to customers via live chat. The ideal candidate will

deliver exceptional service, resolve queries efficiently, and represent the

brand in a friendly and professional manner.

The role of Customer Support Associate (CSA), will be responsible for:

➢ Respond promptly and professionally to customer inquiries via live

chat while identifying opportunities for process improvement.

➢ Resolve product or service problems by clarifying the customer’s

issue and identifying the cause.

➢ Escalate unresolved issues to the appropriate internal teams.

➢ Provide accurate, valid, and complete information using the right

tools and resources.

➢ Maintain detailed and clear records of customer interactions.

➢ Meet or exceed key performance indicators (KPIs) such as response

time, resolution rate, and customer satisfaction.

Essential Functions

▪ Committed to providing outstanding customer service at every

touchpoint.

▪ Demonstrates strong self-management skills and consistently meets

responsibilities.

▪ Identify trends and take an active role in delivering suggestions for

process & product improvements

▪ Provides mentorship and guidance to new hires during onboarding and

training.

▪ Supports team members by offering insights and recommendations

when handling complex or challenging cases.

▪ Contributes to special initiatives and projects based on team priorities

and business needs.

▪ Participates in scheduled team meetings and ongoing training to stay

aligned with updates and goals.

▪ Willing to take on additional tasks and responsibilities as needed to

support the team.

▪ Proficient in using office productivity tools (e.g., Microsoft Office, Google

Workspace).

▪ Possesses deep expertise in product functionality, operational workflows,

company policies, and service agreements.

Critical Skills

▪ Excellent written communication and typing skills.

▪ Proficiency in English

▪ High attention to detail and accuracy.

▪ Strong problem-solving and conflict resolution skills.

▪ Ability to multitask and manage multiple chat windows simultaneously.

▪ Basic technical literacy (familiarity with CRM tools, chat platforms, and

helpdesk software).

▪ Empathy and a customer-first mindset.

▪ Demonstrates strong emotional intelligence by staying composed

under pressure while effectively addressing customer issues.

▪ Capable of rapidly learning new tools and features, interpreting them

through the lens of customer needs and usability.

▪ Applies guidelines consistently and objectively, while exercising sound

judgment in complex or discretionary decisions

▪ Thrives in dynamic, high-pressure environments with frequent changes.

▪ Flexible and available to work various shifts, including weekdays,

evenings, weekends, and holidays.

Educational/Work

Experience and

Requirements

▪ Must successfully pass a background check

▪ High school diploma or equivalent required

▪ Post secondary degree is a plus

▪ 1+ years of experience in Customer Service Chat or related field

Kindly Contact

HR Meghana - ac.meghana@intouchcx.com - 9620689154