Customer Contact Comms Associate, Messaging

About the Role

The Business Inbound Messaging (Chat) Agent is responsible for supporting business customers through digital messaging channels, providing timely and effective assistance across a wide range of account, product, and service-related enquiries. This role operates at a Senior Analyst level and requires strong digital communication skills, commercial awareness, and the ability to identify and capitalise on value-added opportunities that drive sales, support revenue growth, and enhance customer retention.

Key Responsibilities

• Manage inbound chat interactions with business customers via digital messaging platforms.
• Provide support across key service areas, including:
• Billing and payment enquiries
• Digital services support
• Product and service enquiries
• Handset and device troubleshooting and assistance
• General and ad-hoc queries
• Account administration and maintenance
• Resolve customer issues promptly while maintaining high service quality standards.
• Identify upselling, cross-selling, and retention opportunities during customer interactions.
• Guide customers through digital processes and self-service tools where appropriate.
• Accurately document customer interactions, actions taken, and outcomes within CRM systems.
• Ensure compliance with internal procedures, data protection standards, and regulatory requirements.
• Collaborate with internal teams to resolve complex or escalated issues.
• Support continuous improvement by sharing insights on customer trends, issues, and opportunities.

Requirements & Tech Stack

• Omnichannel - Customer Service
• Proficiency in CRM systems and digital engagement tools.
• Strong digital literacy and ability to navigate multiple systems simultaneously.

Qualifications

• English(International) - Proficient
• Any Graduation
• 2-5 years of experience in customer service, digital support, or inbound messaging roles (B2B experience preferred).
• Experience supporting customers through live chat or digital messaging platforms is strongly preferred.
• Telecommunications or technology sector experience is advantageous.
• Demonstrated ability to meet or exceed service and commercial performance targets.
• Excellent written communication skills with the ability to engage customers clearly and professionally via chat.
• Strong commercial awareness with the ability to identify and act on sales and retention opportunities.
• Advanced problem-solving and analytical skills.
• Ability to manage multiple concurrent chat conversations effectively.
• High attention to detail and accuracy in CRM documentation.
• Ability to work independently and demonstrate ownership of customer outcomes.
• Resilience and adaptability in a fast-paced, performance-driven environment.