Online Chat Support Representative

DEWALT Saudi Arabia; United States; On-site; USD 25,000 - 30,000; Full time

Job summary

DEWALT Saudi Arabia is seeking an Online Chat Support Representative to provide prompt, accurate help to customers via live chat. The role emphasizes clear written communication, efficient problem solving, and maintaining high service standards across multiple conversations.

You will respond to inquiries, deliver product and policy information, document interactions, and escalate complex cases as needed. Strong organizational skills and familiarity with chat/ticketing tools are preferred.

Qualifications

• High school diploma or higher; additional education in related fields is a plus.
• Experience in online customer support or contact centers is preferred.
• Excellent written communication with strong grammar and professionalism.
• Strong customer service orientation; patient and solution-focused.
• Ability to multitask and handle several chats simultaneously.
• Familiarity with CRM or live chat/ticketing tools is beneficial.

Responsibilities

• Respond to customer inquiries through live chat in a timely and professional manner.
• Provide accurate information regarding products, services, policies, and accounts.
• Resolve concerns by researching solutions and guiding customers to next steps.
• Escalate complex cases to appropriate departments with proper follow-up.
• Document interactions and resolutions within customer support systems.
• Maintain records and update customer information as required.
• Handle multiple chats concurrently while upholding service quality.
• Identify recurring issues and suggest process improvements.
• Follow established procedures and confidentiality requirements.
• Participate in training and contribute to ongoing support process improvements.

Skills

Written communication

Problem-solving

Multitasking

Customer service

CRM systems

Education

High school diploma

Business/Communications/Customer Service background

Tools

CRM systems

Live chat platforms

Ticketing software

Job description

Role Overview

The Online Chat Support Representative provides prompt, accurate, and professional assistance to customers through live chat and other digital messaging platforms. This role focuses on resolving inquiries, addressing concerns, and delivering a positive customer experience while maintaining high service standards. The position requires excellent written communication, strong problem-solving abilities, and the ability to manage multiple customer conversations efficiently.

Key Responsibilities

• Respond to customer inquiries through live chat and online messaging platforms in a timely and professional manner.
• Provide accurate information regarding products, services, policies, and account-related requests.
• Resolve customer concerns by identifying issues, researching solutions, and guiding customers through appropriate next steps.
• Escalate complex or unresolved cases to the appropriate departments while ensuring proper follow-up.
• Document customer interactions, resolutions, and service requests within customer support systems.
• Maintain accurate records of support activities and update customer information when required.
• Handle multiple chat conversations simultaneously while maintaining service quality and response time standards.
• Identify recurring customer concerns and communicate feedback to support continuous service improvement.
• Follow established customer service procedures, quality guidelines, and confidentiality requirements.
• Participate in training sessions and contribute to the ongoing improvement of customer support processes.

Qualifications and Requirements

• High school diploma or higher; additional education in Business, Communications, Customer Service, or a related field is an advantage.
• Experience in online customer support, live chat, customer service, or contact center environments is preferred.
• Excellent written communication skills with strong grammar, spelling, and professionalism.
• Strong customer service orientation with the ability to remain patient and solution-focused.
• Ability to multitask and manage several customer interactions simultaneously.
• Familiarity with customer relationship management systems, live chat platforms, or ticketing software is beneficial.
• Strong organizational skills and attention to detail.
• Basic computer proficiency and confidence using multiple digital applications.
• Ability to work independently while collaborating effectively within a team environment.
• Dependable, adaptable, and committed to delivering exceptional customer support.

Summary

The Online Chat Support Representative plays an important role in delivering efficient, high-quality digital customer service through responsive communication and effective problem resolution. This position offers opportunities to strengthen customer service expertise, develop digital communication skills, and contribute to a positive customer experience while supporting the organization's service excellence objectives.