Virtual Chat Assistant

Virtual Chat Assistant

The Virtual Chat Assistant is responsible for providing real-time customer support through online chat platforms. This role focuses on assisting customers with inquiries, troubleshooting, and product or service information — all through text-based communication. The ideal candidate is detail-oriented, responsive, and able to maintain a friendly and professional tone in all interactions.

• Engage with customers via live chat to answer questions and resolve issues promptly.
• Provide product or service information and assist with orders, payments, or troubleshooting.
• Escalate complex inquiries to appropriate departments when necessary.
• Keep accurate records of all customer interactions in the CRM system.
• Maintain a courteous and professional attitude while handling multiple chat conversations.
• Meet performance goals including response time, accuracy, and customer satisfaction.
• Stay updated on company products, policies, and updates to ensure accurate communication.

• Excellent written communication and typing skills (40+ WPM preferred).
• Strong multitasking and problem-solving abilities.
• Ability to stay calm and efficient under pressure.
• Familiarity with chat support software (e.g., Zendesk Chat, Intercom, Live Chat, Tidio, Crisp).
• Basic computer and internet literacy.
• High school diploma or equivalent; customer service experience preferred.

• Experience in remote customer service or virtual assistant roles.
• Knowledge of CRM systems and online support tools.
• Flexibility to work different shifts including evenings or weekends if needed.