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Job Description: Live Chat Executive / Specialist

Role Overview

We are looking for a customer-focused Live Chat Executive to manage real-time customer enquiries across digital channels. This role is responsible for delivering prompt, accurate, and empathetic support through live chat platforms, helping customers with product enquiries, troubleshooting, order issues, and service recommendations.

The ideal candidate is a strong communicator who can multitask effectively, resolve issues efficiently, and maintain high customer satisfaction while meeting service KPIs.

Key Responsibilities

• Manage incoming customer enquiries via live chat, messaging, and digital support channels

• Provide timely and accurate responses on products, pricing, promotions, orders, and service issues

• Resolve customer complaints and escalate complex cases to the relevant teams when required

• Recommend suitable products or solutions based on customer needs

• Maintain clear and professional communication aligned with brand tone and service standards

• Document customer interactions, feedback, and issue resolution accurately in CRM or ticketing systems

• Follow SOPs, response templates, and escalation workflows

• Work closely with operations, fulfilment, tech support, and sales teams for case closure

• Identify recurring issues and provide feedback to improve FAQs, chatbot flows, and service processes

• Support campaign periods, flash sales, and peak traffic events with fast turnaround times

Requirements

• Diploma or Degree in Business, Communications, Customer Service, or related field

• 1–3 years of experience in live chat, customer service, contact centre, or digital support

• Excellent written communication and typing skills

• Strong problem-solving and conflict-resolution abilities

• Ability to manage multiple chat conversations simultaneously

• Familiarity with CRM, ticketing, chatbot, or helpdesk systems

• Comfortable working in a KPI-driven environment

• Ability to work shifts, weekends, or campaign support hours if required

Key Performance Indicators (KPIs)

• First response time

• Average handling time

• Customer satisfaction (CSAT)

• Resolution rate

• Escalation rate

• Conversion / upsell rate (if sales support role)

• SLA adherence

Preferred Skills

• Experience in e-commerce, digital services, or marketplace operations

• Familiarity with chatbot-human handoff workflows

• Ability to support English speaking customers