Job Title: Customer Experience Agent – Email & Chat
Department: Customer Experience Operations
Reports To: Customer Experience Supervisor
Employment Type: Full-Time (40 hours per week)
Location: Technopark, Kollam (Hybrid)
Shift: Night Shift
About the Role
As a Customer Experience Agent (Email & Chat), you will serve as the written voice of our brand. You will handle real-time customer support over live chat—managing concurrent conversations without sacrificing quality—while also resolving email inquiries with clarity, speed, and empathy. You will own customer cases end-to-end to build trust and drive repeat customer loyalty.
Core Responsibilities
Email & Live Chat Management
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Respond to customer inquiries promptly over live chat and email while adhering to brand voice and quality standards.
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Manage concurrent live chat interactions efficiently without loss of speed or accuracy.
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Resolve product questions, order status inquiries, shipping issues, returns/exchanges, and billing concerns in concise, single replies or real-time sessions.
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Process refunds, order modifications, and replacements accurately in real time.
Resolution & Escalation
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De-escalate frustrated customers in writing with patience, empathy, and a calm, professional tone.
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Apply company policies with sound judgment to find balanced solutions for both the customer and the business.
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Identify root causes of recurring issues and report trends to leadership.
Documentation & Quality
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Log every interaction into the CRM with clear, accurate, and detailed notes.
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Consistently meet or exceed KPIs, including CSAT, First Response Time, Average Handle Time (AHT), First Contact Resolution (FCR), Chat Concurrency, and QA scores.
Required Qualifications
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Experience: 3+ years in customer service, specifically in e-commerce and written/live chat or messaging support roles.
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Language & Communication: Fluent in American English with excellent written grammar, fast and accurate typing skills, and clear phrasing.
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Technical Skills: Proficiency in CRM platforms, e-commerce operations, order management systems, MS Office, and Google Workspace.
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Multi-tasking: Proven ability to manage a full queue and handle multiple active chat windows simultaneously.
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Shift Availability: Full commitment to fixed night shifts aligned with US business hours and mandatory coverage during peak seasons (Black Friday, Cyber Monday, Holidays).
Preferred Qualifications
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Hands-on experience with Gorgias, Zendesk, Kustomer, or Shopify.
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Experience working in international, cross-cultural, or metrics-driven environment.
How to Apply
Send your updated resume to akash.m@incrediblevisibility.com with the subject line "Application: CX Agent - Email & Chat - [Your Name]"