Customer Service Representative – Digital Channels

StarZen; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

StarZen is seeking a detail-oriented Customer Service Representative to handle real-time chat-based support for customers. You will provide prompt, accurate, and courteous assistance through live chat and messaging channels, ensuring a smooth and satisfying customer experience.

This role is ideal for individuals with strong written communication skills and a passion for solving problems efficiently in a digital environment.

Qualifications

• 0–3 years of experience in chat-based customer service or contact center roles.
• Excellent written communication with strong grammar, punctuation, and tone awareness.
• Ability to multitask and manage concurrent chats effectively.
• Strong typing speed and accuracy (35+ WPM).
• Familiarity with chat platforms and CRM tools.

Responsibilities

• Respond to customer inquiries via live chat and messaging platforms in a timely and professional manner.
• Provide accurate information regarding products, services, billing, and policies.
• Troubleshoot problems and guide customers through step-by-step solutions when needed.
• Manage multiple chat conversations simultaneously while maintaining high-quality responses.
• Escalate unresolved or complex queries to the appropriate support level or department.
• Log all customer interactions accurately and thoroughly into the CRM or ticketing system.
• Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency.
• Meet or exceed performance targets such as Chat Response Time, Resolution Time, and CSAT.

Skills

Written communication

Multitasking

Typing speed

CRM familiarity

Grammar & tone

Tools

Zendesk Chat

Intercom

LivePerson

Freshchat

Job description

About the Role

We are seeking a detail-oriented and customer-focused Customer Service Representative to handle real-time chat-based support for our customers. In this role, you will provide prompt, accurate, and courteous assistance through live chat and messaging channels, ensuring a smooth and satisfying customer experience. This position is ideal for individuals with strong written communication skills and a passion for solving problems efficiently in a digital environment.

Accountability & Responsibilities of Role

• Respond to customer inquiries and issues via live chat and messaging platforms in a timely and professional manner
• Provide accurate information regarding products, services, billing, and policies
• Troubleshoot problems and guide customers through step-by-step solutions when needed
• Manage multiple chat conversations simultaneously while maintaining high-quality responses
• Escalate unresolved or complex queries to the appropriate support level or department
• Log all customer interactions accurately and thoroughly into the CRM or ticketing system
• Follow chat scripts, tone guidelines, and brand voice standards to maintain consistency
• Meet or exceed performance targets such as Chat Response Time, Resolution Time, and Customer Satisfaction (CSAT)

Qualifications

• 0–3 years of experience in chat–based customer service or contact center role.
• Excellent written communication skills with strong grammar, punctuation, and tone awareness.
• Ability to multitask and manage concurrent chats effectively.
• Strong typing speed and accuracy (typically 35+ WPM).
• Familiarity with chat platforms and CRM tools.

Required Skills

• Experience using tools like Zendesk Chat, Intercom, LivePerson, or Fresh Chat.
• Exposure to omnichannel support environments.
• Multilingual skills are an advantage.

Preferred Skills

• Chat First Response Time (FRT)
• Chat Resolution Rate
• Customer Satisfaction (CSAT)
• Concurrent Chat Handling Efficiency
• Adherence to Quality and Compliance Standards