Job description
Take the next step in your customer service career with PERSOL as a Customer Service Agent (Live Chat) in Eunos, Central Region, Singapore. This 1 year contract role is designed for proactive communicators who thrive in a fast-paced support environment. You will be the first line of contact for customers seeking assistance via live chat, delivering timely, accurate information and friendly, professional service. A completion bonus awaits successful performers who meet quality and performance targets.
In this role, you will engage with customers through live chat, resolve inquiries, and guide users through product features with patience and clarity. You will collaborate with product and technical teams to troubleshoot issues and ensure customers leave with a positive experience. The position emphasizes accurate documentation, adherence to service levels, and a customer first mindset that drives customer satisfaction and loyalty.
Key responsibilities include:
- Respond to live chat inquiries promptly and professionally, maintaining high customer satisfaction scores.
- Provide clear product guidance, troubleshoot problems, and convey complex information in simple terms.
- Investigate and resolve customer issues by coordinating with internal teams and escalating when necessary.
- Document interactions and outcomes in the CRM system to ensure traceability and knowledge sharing.
- Identify opportunities to improve customer journeys and relay feedback to product teams.
- Meet or exceed defined response and resolution targets while maintaining accuracy and quality.
- Maintain a positive, calm, and empathetic demeanor to support customers across various scenarios.
- Collaborate with colleagues to ensure a seamless end to end service experience.
Qualifications for this contract role include a blend of experience and skills that align with a busy live chat environment. You should be comfortable multitasking, possess excellent written and verbal English, and have a track record of delivering high quality customer service. Prior experience with live chat platforms and CRM systems is preferred, along with a strong sense of ownership and a teamwork mindset. Eligibility to work in Singapore is required.
Responsibility
- Respond to live chat inquiries promptly and professionally, maintaining high customer satisfaction scores.
- Provide clear product guidance, troubleshoot problems, and convey complex information in simple terms.
- Investigate and resolve customer issues by coordinating with internal teams and escalating when necessary.
- Document interactions and outcomes in the CRM system to ensure traceability and knowledge sharing.
- Identify opportunities to improve customer journeys and relay feedback to product teams.
- Meet or exceed defined response and resolution targets while maintaining accuracy and quality.
- Maintain a positive, calm, and empathetic demeanor to support customers across various scenarios.
- Collaborate with colleagues to ensure a seamless end to end service experience.
Qualification
- 1+ year of experience in customer service or a contact center environment, preferably with live chat experience.
- Proven ability to handle live chat interactions with a focus on customer satisfaction.
- Proficiency with CRM software and case management tools.
- Excellent written and spoken English communication skills.
- Strong problem-solving and troubleshooting abilities with the capacity to explain complex information clearly.
- Ability to multitask and manage time effectively in a fast-paced setting.
- Customer-first mindset with empathy, resilience, and a collaborative spirit.
- Eligibility to work in Singapore.