Live Chat Agent

Role Overview

This opportunity is for a part-time Live Chat Agent position at DAC 34 - Dispositif d'Appui à la Coordination de l'Hérault, located in Singapore. The role offers a hybrid working arrangement, allowing the agent to work remotely from home on pre-arranged days.

Key Responsibilities

The Live Chat Agent will manage inbound chat inquiries by providing clear, accurate, and supportive responses, guiding users through available resources and support options. Responsibilities include monitoring chat queues, handling multiple conversations simultaneously, escalating complex issues to relevant teams, and meticulously documenting all interactions within internal systems. Collaboration with team members to maintain service consistency and quality is essential, as is participating regularly in training and feedback sessions to keep knowledge current on processes, systems, and support services. Assisting in developing and updating standard replies and FAQs is also expected.

Candidate Qualifications

• Excellent communication and customer support skills, with the ability to provide clear, empathetic written interactions.
• Strong organizational skills and the ability to multitask efficiently while ensuring accuracy and attention to detail.
• Comfort and proficiency with digital communication tools and live chat platforms, including quick and precise typing and basic troubleshooting.
• Consistent adherence to procedures and escalation protocols to provide appropriate assistance.
• Fluent in English; knowledge of additional languages commonly spoken in Singapore is advantageous.
• Experience in live chat support or customer service roles is preferred but not mandatory.
• Reliability, discretion, and respect for confidentiality when managing sensitive information.
• Flexible availability for part-time hours, including the possibility of evening or weekend shifts.