Live Chat Support

Burjline Builders

1d•Remote

About The Position

We are seeking a professional, customer-focused, and detail-oriented Live Chat Support Specialist to join our Customer Support and Operations team. In this fully remote role, you will serve as the first point of contact for customers through live chat, providing prompt, accurate, and courteous assistance while delivering an exceptional customer experience. The ideal candidate possesses excellent written communication skills, strong problem-solving abilities, and the ability to manage multiple customer conversations simultaneously in a fast-paced environment. You will work closely with internal teams to resolve customer inquiries, maintain accurate records, and contribute to the continuous improvement of our customer support operations.

Requirements

High school diploma or equivalent required; associate's or bachelor's degree preferred.
Previous experience in live chat support, customer service, call center, or a related customer-facing role is preferred.
Excellent written communication, grammar, and typing skills.
Strong attention to detail and organizational abilities.
Ability to multitask and effectively manage multiple customer conversations.
Proficiency with Microsoft Office, Google Workspace, CRM software, and live chat platforms is an asset.
Strong problem-solving and critical-thinking skills.
Ability to work independently in a remote environment while maintaining productivity and professionalism.
Reliable internet connection and a dedicated home workspace.

Responsibilities

Respond promptly and professionally to customer inquiries through live chat platforms.
Provide accurate information regarding products, services, company policies, and procedures.
Assist customers with account-related questions, order status updates, billing inquiries, and general support requests.
Resolve customer concerns efficiently while maintaining a positive and professional customer experience.
Escalate complex or unresolved issues to the appropriate department and monitor progress until resolution.
Handle multiple live chat conversations simultaneously while maintaining accuracy, professionalism, and response quality.
Accurately document customer interactions, inquiries, complaints, and resolutions within the company's customer relationship management (CRM) system.
Collaborate with customer service, operations, and other internal departments to ensure timely issue resolution.
Monitor recurring customer concerns and provide recommendations to improve processes and customer satisfaction.
Stay informed about company products, services, promotions, and policy updates to provide accurate assistance.
Meet established performance metrics, including response time, customer satisfaction, quality assurance, and productivity standards.
Maintain confidentiality of customer and company information in accordance with company policies and applicable data protection requirements.
Identify and report potential fraud, technical issues, or operational concerns to management.
Perform additional customer support duties as assigned by management.