Customer Service Associate - Chat

Purpose of Role: We are seeking a detail-oriented and customer-focused Customer Service Representative to handle real-time chat-based support for our customers. In this role, you will provide prompt, accurate, and courteous assistance through live chat and messaging channels, ensuring a smooth and satisfying customer experience. This position is ideal for individuals with strong written communication skills and a passion for solving problems efficiently 

in a digital environment. 

Accountability & Responsibilities of Role:  

• Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner. 

• Provide accurate information regarding products, services, billing, and policies. 

• Troubleshoot problems and guide customers through step-by-step solutions when needed. 

• Manage multiple chat conversations simultaneously while maintaining high-quality responses. 

• Escalate unresolved or complex queries to the appropriate support level or department. 

• Log all customer interactions accurately and thoroughly into the CRM or ticketing system. 

• Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency. 

• Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer 

Satisfaction (CSAT). 

Required Skills & Qualifications: 

Must-Have: 

2+ years of experience in chat–based customer service or contact center role. 

• Excellent written communication skills with strong grammar, punctuation, and tone awareness. 

• Ability to multitask and manage concurrent chats effectively. 

• Strong typing speed and accuracy (typically 35+ WPM). 

• Familiarity with chat platforms and CRM tools. 

Nice-to-Have: 

• Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat. 

• Exposure to omnichannel support environments. 

• Multilingual skills are an advantage. 

Success Metrics: 

• Chat First Response Time (FRT) 

• Chat Resolution Rate 

• Customer Satisfaction (CSAT) 

• Concurrent Chat Handling Efficiency 

• Adherence to Quality and Compliance Standards