Email & Chat Support Representative (Customer Support)

Job Title:

Email & Chat Support Representative (Customer Support)

Job Summary:

We are seeking a detail-oriented and customer-focused Email & Chat Support Representative to assist customers through written communication channels. The ideal candidate has excellent writing skills, strong problem-solving abilities, and can provide timely, accurate, and friendly support without phone interaction.

Key Responsibilities:

Respond to customer inquiries via email and live chat in a timely manner

Resolve customer issues, complaints, and questions professionally

Provide accurate information about products, services, and policies

Document customer interactions in CRM or support systems

Escalate complex issues to appropriate teams when necessary

Maintain a high level of customer satisfaction and response quality

Follow company guidelines, scripts, and tone of voice standards

Required Skills & Qualifications:

Proven experience in customer support, preferably email or chat-based

Excellent written communication, grammar, and typing skills

Strong attention to detail and ability to multitask

Problem-solving and critical-thinking abilities

Basic computer skills and familiarity with CRM/help desk tools

Ability to work independently and manage time effectively

Preferred Qualifications (Optional):

Experience with platforms like Zendesk, Freshdesk, or Intercom

Familiarity with e-commerce or SaaS customer support

Ability to handle high-volume ticket queues efficiently

Bilingual or multilingual skills

Working Conditions:

Remote, hybrid, or office-based roles available

May require evening, weekend, or holiday shifts

Fast-paced environment with performance metrics (response time, resolution rate, CSAT)