Chat Support Representative

Ecommerce Wala · Lahore, Punjab, Pakistan (On-site)

About the job

Responsible for providing real-time customer assistance and support through live chat interactions. They engage with customers, address their queries, and resolve issues promptly and professionally. The role requires excellent communication skills, product knowledge, and the ability to multitask efficiently.


  • Engaging with customers in real-time to address their queries, concerns, and issues promptly and professionally.
  • Identifying and resolving customer problems effectively, ensuring customer satisfaction and retention.
  • Possessing an in-depth knowledge of the company’s products or services to provide accurate and helpful information to customers.
  • Demonstrating excellent communication skills to interact with customers in a clear, friendly, and courteous manner.
  • Managing multiple chat conversations simultaneously while maintaining quality responses and resolving customer inquiries efficiently.
  • Diagnosing technical issues and providing step-by-step guidance to help customers troubleshoot problems.
  • Assisting customers with placing orders, processing returns, and handling payment-related inquiries.
  • Identifying opportunities to upsell or cross-sell products or services to customers based on their needs and preferences.
  • Knowing when to escalate complex issues to higher-level support teams or supervisors for timely resolution.
  • Recording and maintaining accurate records of customer interactions and feedback for future reference and improvement.
  • Ensuring high levels of customer satisfaction by exceeding their expectations and building positive relationships.
  • Collaborating with other team members and departments to resolve customer issues and improve overall service quality.
  • Staying updated with product/service knowledge, company policies, and industry trends to provide the best possible support.
  • Prioritizing tasks and managing time effectively to handle a high volume of chat requests efficiently.


  • Good communication (verbal & written)
  • Proficiency with MS Office particularly MS Excel
  • Flexibility
  • Customer-centric attitude
  • Adaptability

Job Type: Full-time

Salary: As per Interview

Language: English (Required)

Shift availability: Night Shift (Required)

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