Customer Service Representative – Digital Channels

3 hours ago

Gurugram Haryana India, IN StarZen Full time

Purpose of Role: We are seeking a detail-oriented and customer-focused Customer Service Representative to handle real-time chat-based support for our customers. In this role, you will provide prompt, accurate, and courteous assistance through live chat and messaging channels, ensuring a smooth and satisfying customer experience. This position is ideal for individuals with strong written communication skills and a passion for solving problems efficiently in a digital environment.

Accountability & Responsibilities of Role:

  • Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner.
  • Provide accurate information regarding products, services, billing, and policies.
  • Troubleshoot problems and guide customers through step-by-step solutions when needed.
  • Manage multiple chat conversations simultaneously while maintaining high-quality responses.
  • Escalate unresolved or complex queries to the appropriate support level or department.
  • Log all customer interactions accurately and thoroughly into the CRM or ticketing system.
  • Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency.
  • Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT).

Required Skills & Qualifications:

Must-Have:

  • 0–3 years of experience in chat–based customer service or contact center role.
  • Excellent written communication skills with strong grammar, punctuation, and tone awareness.
  • Ability to multitask and manage concurrent chats effectively.
  • Strong typing speed and accuracy (typically 35+ WPM).
  • Familiarity with chat platforms and CRM tools.

Nice-to-Have:

  • Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.
  • Exposure to omnichannel support environments.
  • Multilingual skills are an advantage.

Success Metrics:

  • Chat First Response Time (FRT)
  • Chat Resolution Rate
  • Customer Satisfaction (CSAT)
  • Concurrent Chat Handling Efficiency
  • Adherence to Quality and Compliance Standards

Work Environment & Schedule:

  • Full-time role with shift flexibility, including evenings, weekends, or holidays as needed.
  • On-site

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