Live Chat Agent

What is a Live Chat Agent?

A Live Chat Agent is a customer support professional who assists customers in real-time through online chat platforms. They provide accurate and prompt responses to inquiries, guide customers through eCommerce processes, and resolve issues to ensure a smooth shopping experience.

Live Chat Agents also monitor social media channels, share customer feedback with the team, and update internal databases with detailed interaction records. Their proactive approach helps address technical concerns, improve site functionality, and enhance overall customer satisfaction.

Average Monthly Employment Cost (with Benefits)

Average Annual Employment Cost (with Benefits)

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Live Chat Agent Job Description

We are seeking a talented Live Chat Agent to join our team and deliver outstanding customer support. In this role, you will respond to customer inquiries via chat, monitor social media channels for complaints, and guide customers through product searches, checkouts, and other eCommerce features.

Responsibilities include updating internal databases, sharing feedback with the team, and following up to ensure customer concerns are fully resolved. You will also report site issues and inform customers about new features or promotions. If you are proactive, customer-focused, and thrive in a fast-paced environment, we’d love to hear from you.

In this role, you will: 

• Respond promptly and accurately to customer inquiries through chat, ensuring a seamless shopping experience.
• Monitor social media channels for customer complaints and proactively reach out to offer solutions.
• Identify customer needs and assist them in navigating eCommerce features, such as product searches and checkout.
• Update internal databases with detailed information on customer issues, orders, and helpful interactions.
• Collaborate with the team by sharing customer feedback, including feature requests and practical workarounds for common shopping issues.
• Inform customers about new product features, promotions, or site updates to enhance their shopping experience.
• Follow up with customers to ensure their technical or order-related concerns have been fully resolved.
• Report and analyze product malfunctions or site bugs, ensuring swift action to maintain a smooth online shopping environment.

Essential Skills & Qualifications:

• Proficient in using help desk software, knowledge bases, and remote support tools.
• Ability to handle multiple tasks simultaneously while maintaining quality service.
• Previous experience as a Live Chat Agent or in a customer service role with a focus on online support.
• Solid understanding of how CRM systems function and their role in managing customer relationships.
• Strong communication and problem-solving skills to address customer concerns efficiently.
• Patience and resilience when managing challenging customer issues, ensuring a positive resolution.

Preferred Qualifications:

• Familiarity with the eCommerce industry is an advantage.
• Experience monitoring social media channels for customer complaints and proactively resolving issues.
• Proven ability to identify customer needs and provide helpful solutions for common shopping issues.
• Knowledge of reporting and analyzing product malfunctions or site bugs.
• Strong organizational skills to update internal databases with detailed and accurate customer information.
• Ability to inform customers about new product features, promotions, and updates to enhance their shopping experience.