Customer Service Representative

About the Role

We are seeking a motivated and customer-focused Customer Service Representative – Live Chat to join our team. This role involves providing prompt, accurate, and professional support to customers via live chat.

Key Responsibilities

• Pre-Chat Support
• Respond to customer inquiries via chat.
• Greet customers and introduce yourself.
• Provide information about electrical and electronics products and services.
• Answer frequently asked questions.
• Route complex issues to senior agents.
• Address customer feedback and suggestions.
• Assist with product selection.
• Order Support
• Assist with order placement.
• Answer questions about order status.
• Provide shipping and delivery information.
• Assist with order cancellations, returns, and exchanges.
• Account Management
• Assist with account creation, settings, and password resets.
• Provide information about account security and updates.
• Escalation and Resolution
• Escalate complex issues to senior agents.
• Resolve customer complaints and problems.
• Offer alternatives and compromises.
• Assist with conflict resolution.
• Post-Chat Support
• Follow up with customers.
• Gather feedback.
• Provide additional support and offer loyalty programs.

Requirements & Tech Stack

• High level of fluency in written and spoken English.
• Minimum 60 - 70 words per minute (WPM) typing speed.
• Minimum 6 months of customer service or live chat experience preferred.
• Good understanding of basic computer operating systems and general computer usage.
• Basic knowledge of e-commerce products, services, customer journeys, and online transactions.
• Strong analytical and problem-solving skills.
• Ability to communicate clearly, professionally, and effectively via written English.
• Ability to maintain accuracy while handling multiple conversations and tasks (attention to detail).
• Comfortable working with multiple applications, browser tabs, systems, and digital tools simultaneously.

Qualifications

• Written + Spoken English: High level of fluency.
• Typing Speed: Minimum 60-70 WPM.
• Experience: Minimum 6 Months customer service/live chat. E-commerce experience is an added advantage.
• Basic Operating System Knowledge: Required.
• E-commerce Knowledge: Required.
• Analytical Ability: Strong.
• Communication Skills: Effective written communication.
• Attention to Detail: Required.
• Computer Skills: Comfortable with multiple digital tools.

Preferred Qualifications

• Minimum 1 Year of experience in e-commerce customer service, technical support, or live chat support.
• Familiarity with online orders, payments, refunds, returns, shipping, and other e-commerce processes.
• Experience in a fast-paced customer support environment.

This role operates on USA Shift Timings (Night Shift) with Saturday and Sunday Off. Compensation ranges from 22k - 35k /Month, depending on experience and skillset. The role is 90% Chat and 10% Call.