Customer Service Agent (Chat-Based)

Job Description

Department: Customer Support | Location: Colombo
Reports To: Customer Service Team Lead | Employment Type: Full-Time (Rotational Shifts)

This position involves managing customer support through live chat platforms, addressing queries related to trading, account access, deposits, and gaming activities. The agent must maintain professional, clear, and timely communication with clients.

Key Responsibilities:
-Handle multiple live chat interactions simultaneously
-Resolve user queries and assist in troubleshooting platform issues
-Escalate technical or sensitive issues per protocol
-Maintain accurate and well-documented records of each interaction
-Ensure high service quality, empathy, and chat etiquette at all times

Person Specification:
-Excellent written communication in English with proper grammar
-Fast and accurate typing skills (min. 50 WPM)
-1+ year experience in chat-based customer support preferred
-Familiarity with tools such as Zendesk, Intercom, or Freshdesk
-Calm, solution-focused, and able to work under pressure