Live Chat Support Agent

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Respond to inbound live chats within the designated response time.

• Address common inquiries directly using the knowledge base.

• Create and monitor tickets for issues that require assistance from another team.

• Maintain detailed notes on each conversation.

• Identify recurring issues and report them to the team lead.

• Uphold a friendly, human tone even during peak times.

• Work from home during the hours of 09:00–17:00 UK time (11:00–19:00 SAST).

⛳️ Requirements

• At least one year of experience in customer service, live chat, call center, or retail support.

• Quick and precise typing skills with proficient written English.

• Familiarity with helpdesk tools like Zendesk, Freshdesk, or Intercom.

• Ability to remain patient during high volumes and maintain composure with frustrated customers.

• Dependable home internet connection and a quiet environment for working UK hours.

• Experience in e-commerce or subscription support is a plus.

• Background in managing multiple chats simultaneously is advantageous.

• Knowledge of writing for knowledge bases is beneficial.

🏝️ Benefits

• Completely remote position allowing work from home.

• Guidance on necessary equipment.

• Comprehensive induction and training provided.

• Supportive team lead and manager available throughout the day.

• Achievable chat targets.

• Opportunities for career advancement into senior support or team lead positions.