Online Chat Support Agent
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Job Description
Online Chat Support Agent handling fast, accurate customer conversations for a UK business. Resolving product, account, and order queries remotely from South Africa during UK business hours.
Responsibilities:
- Handle multiple live chat conversations simultaneously with speed and care
- Answer product, account and order questions accurately using the knowledge base
- Troubleshoot common issues and escalate complex cases with full context
- Keep response and resolution times within agreed targets
- Log conversations, tag themes and flag recurring problems
- Contribute fixes and improvements to saved replies and help articles
- Protect customer data and follow security procedures at all times
- Scan the queue and handovers at the start of each shift
- Greet customers and resolve questions in clear plain English
- Tidy transcripts and refine saved replies between peak periods
- Feed recurring patterns back to the team
- Complete shifts with an empty queue and track performance metrics
Requirements:
- 1+ years' experience in live chat, customer service or written support
- Fast, accurate typing with excellent written English
- Stable fibre internet
- Backup power for load shedding
- Quiet home office
- Confidence using live chat platforms such as Intercom, Zendesk or similar
- Proficiency with Google Workspace or Microsoft 365
- Ability to multitask while maintaining quality across concurrent conversations
- Dependability during UK business hours
- Disciplined handovers
Benefits:
- Full-time remote position working for a UK-based employer
- Competitive salary paid in ZAR
- Long-term stable role
- Supportive team environment
- Direct access to founder-led business
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