Live Chat Customer Representative -TD

Location: Remote
Job Type: Full-Time / Part-Time
Department: Customer Support / Digital Service
Reports To: Customer Experience Manager / Team Lead

We are seeking a proactive and customer-focused Live Chat Customer Representative to support the TD team remotely. In this role, you will interact with customers through live chat to provide real-time support, resolve inquiries, and enhance the overall customer experience. This is a non-voice position, ideal for candidates who excel in written communication and multitasking.

• Respond promptly to customer inquiries through live chat in a professional and friendly manner.

• Assist customers with questions related to accounts, products, transactions, and services.

• Troubleshoot and guide users through common issues or technical challenges.

• Maintain clear, accurate, and concise chat records in the company’s CRM system.

• Handle multiple chat conversations simultaneously while maintaining service quality.

• Escalate complex or unresolved issues to the appropriate internal departments.

• Stay informed about company products, services, policies, and system updates.

• Meet or exceed KPIs related to response time, customer satisfaction, and resolution rate.

• Uphold the brand voice and tone across all written communication.

• Previous experience in a live chat, customer service, or remote support role.

• Excellent written English and communication skills with a focus on clarity and empathy.

• Ability to manage several chats at once and remain composed under pressure.

• Familiarity with live chat platforms (e.g., Zendesk Chat, LiveChat, Intercom).

• Strong attention to detail and the ability to follow processes and protocols.

• Self-motivated and capable of working independently in a remote environment.

• Reliable internet connection and a quiet, dedicated workspace.

• Experience in banking, fintech, or customer service for financial products (if related to TD Bank or similar).

• Knowledge of CRM systems and digital customer service tools.

• Bilingual communication skills are a plus.

• Availability for evening, weekend, or rotating shifts as needed.

• Fully remote work with flexible shift options.

• Competitive compensation with performance bonuses.

• Paid time off, holiday benefits, and wellness support.

• Onboarding, training, and opportunities for career growth.

• A collaborative, inclusive team culture focused on customer excellence.