---

Nutun is looking for a Chat Agent to join the Offshore BPO Team.

Job Purpose:

The Chat Agent is responsible for delivering high-quality customer support through online chat platforms. This role involves responding to customer inquiries, resolving issues efficiently, and providing accurate information in a professional and courteous manner. The Chat Agent plays a key role in ensuring customer satisfaction and supporting overall service excellence.

Minimum Requirements (Qualifications & Experience):

• Grade 12 / Matric.
• Minimum of 2 years’ experience in an international call centre or chat support environment.
• Excellent written English with good grammar and spelling.
• Willingness and availability to work night shifts.
• Strong communication skills with a neutral tone.
• Solid understanding of customer service principles and chat support processes.
• Familiarity with call centre systems, tools, and best practices.
• Proficiency in MS Office (advantageous).
• Ability to work under pressure and meet tight deadlines.
• Experience working with performance targets and KPIs.
• Knowledge of relevant legislative and compliance requirements.
• Strong relationship-building and conflict-resolution skills.

Key Responsibilities:

• Handle live chat interactions with customers in a prompt, professional, and friendly manner.
• Accurately identify and understand customer queries, providing appropriate solutions or escalating when necessary.
• Update and maintain accurate customer records, including contact details and service-related information.
• Resolve customer issues efficiently to ensure a positive experience and satisfaction.
• Follow up on unresolved queries and ensure timely resolution.
• Record all chat interactions accurately using internal systems.
• Consistently meet daily chat volume, quality, and service level objectives.
• Collaborate with internal departments to support customer needs and improve service delivery.
• Comply with all company policies, quality standards, and regulatory guidelines.
• Actively contribute to the improvement of processes and customer experience.

Behavioural Competencies:

• Strong attention to detail and accuracy.
• Ability to work well under pressure and remain calm in challenging situations.
• Reliable and accountable for personal performance and service delivery.
• Proactive problem-solver with strong analytical skills.
• Team-oriented and supportive of colleagues.
• Committed to achieving personal and team goals.
• Receptive to feedback and able to follow instructions and procedures.
• Resilient and adaptable in a fast-paced environment.

 

---