Customer Support Representative

Job Overview

The Customer Service Representative will be responsible for providing prompt, accurate, and professional customer assistance, primarily through live chat support and occasional voice calls. The role involves resolving customer queries related to products, orders, payments, refunds, returns, shipping, and other service-related concerns while maintaining high customer satisfaction and service quality.

Key Responsibilities

• Provide prompt, accurate, and professional customer assistance through live chat and occasional voice calls.
• Handle multiple customer conversations simultaneously while maintaining service quality and accuracy.
• Resolve customer queries related to orders, payments, refunds, returns, shipping, and product information.
• Understand customer concerns and provide appropriate solutions in accordance with company policies.
• Navigate CRM systems, helpdesk platforms, e-commerce applications, and multiple software tools efficiently.
• Maintain accurate records of customer interactions and update relevant systems regularly.
• Escalate complex or unresolved customer issues to the appropriate teams when necessary.
• Handle dissatisfied customers with patience, empathy, and professionalism.
• Achieve assigned response-time, productivity, quality, and customer satisfaction targets.
• Stay updated on company products, services, policies, and standard operating procedures.
• Ensure accurate and timely resolution of customer queries while following established quality standards.
• Maintain consistent performance while handling multiple chats without compromising customer experience.

Requirements & Tech Stack

• Excellent written and spoken English communication skills.
• Minimum typing speed of 60–70 WPM with good accuracy.
• Basic computer knowledge and familiarity with operating systems.
• Ability to work efficiently with multiple browser tabs, applications, and digital tools simultaneously.
• Flexibility to work during US shift timings.
• Chat-dominant support process with 90% live chat and 10% voice support.

Qualifications

• Minimum 6 months of experience in customer service, live chat support, or a similar role preferred.
• Good understanding of e-commerce operations and online customer journeys.
• Strong analytical, problem-solving, and multitasking abilities.
• High attention to detail and the ability to work in a fast-paced environment.
• Experience in e-commerce customer support or international customer service will be preferred.
• Familiarity with CRM, ticketing, helpdesk, and live chat software.
• Knowledge of order management, payment processing, refunds, returns, and shipping processes.
• Previous experience in a chat-dominant customer support process will be an added advantage.
• Ability to maintain high customer satisfaction, meet performance targets, and follow company escalation procedures.

Additional Information

• US shift timings.
• 5 working days per week with weekends off.
• Opportunity to work in a professional, customer-focused environment.