Client Service Chat agent TOD (Remote-SA) - 45315578909

Location: Remote (South Africa)Contract: Independent Contractor, Minimum 3-month contract with the potential for an indefinite extensionSchedule: Full-Time, Monday-Friday, ESTAbout Our ClientOur client is a dynamic and customer-centric [Industry, e.g., E-commerce, SaaS, Technology] company dedicated to providing a best-in-class experience for its users. They are looking for a skilled and empathetic professional to join their support team and act as the friendly and helpful voice of their brand.The OpportunityWe are seeking a detail-oriented and highly articulate Client Service Representative to join our client's remote team. This role is focused exclusively on written communication, making it perfect for a strong writer who excels at providing clear, concise, and helpful support.You will be the first point of contact for customers, responsible for resolving their inquiries via live chat and email. This is a crucial role where you will directly impact customer satisfaction and loyalty by providing timely and effective solutions.Key ResponsibilitiesFrontline Customer Support: Respond to a high volume of customer inquiries via live chat and email in a timely, professional, and empathetic manner. Problem Resolution: Troubleshoot and resolve customer issues related to products, services, billing, or account information. Documentation & Record Keeping: Meticulously document all customer interactions and ticket information in the company’s CRM or helpdesk software. Process Adherence: Follow established communication scripts, brand guidelines, and support protocols to ensure a consistent customer experience. Escalation: Identify and escalate complex or high-priority issues to the appropriate internal teams or senior support staff. Feedback Loop: Actively identify and report on recurring customer issues and feedback to help the product and marketing teams improve the overall customer experience. What You BringRequired Qualifications1-2+ years of experience in a customer support role, with a strong preference for experience in chat or email-based support. Exceptional written English communication skills. You must have flawless grammar, spelling, and the ability to convey a professional and friendly tone in writing. Proficiency with a CRM or helpdesk software (e.g., Zendesk, Intercom, Freshdesk, or similar). Strong problem-solving skills and the ability to remain patient and empathetic in challenging situations. The ability to work independently, manage your time effectively, and handle multiple chat conversations simultaneously in a remote environment. A stable, high-speed internet connection and a quiet, dedicated workspace.