Company Overview

The organisation operates in the digital services sector, providing online solutions that depend on responsive customer communication and reliable service delivery. Its customer support function helps users navigate digital platforms, resolve routine issues, and access accurate information through online communication channels.

Role Summary

The Live Chat Support Agent will assist customers through real-time chat, providing timely responses to questions, resolving common service issues, and guiding users through platform features and procedures. The role requires excellent written communication, patience, and the ability to manage multiple conversations while maintaining service quality.

The successful candidate will help improve customer satisfaction by delivering clear, professional, and solution-focused support in a remote working environment.

Key Responsibilities

• Respond to incoming customer enquiries through live chat and approved messaging channels.

• Provide accurate information about platform features, account procedures, and available services.

• Troubleshoot routine customer issues and guide users through appropriate resolution steps.

• Manage multiple chat conversations while maintaining response accuracy and professionalism.

• Escalate technical problems, account concerns, and complex complaints to the appropriate departments.

• Record customer interactions, reported issues, and resolutions in the support system.

• Follow approved communication guidelines, service procedures, and customer data protection policies.

• Monitor unresolved conversations and complete necessary follow-ups.

• Identify recurring customer questions and recommend improvements to support documentation.

• Meet established performance standards for response times, customer satisfaction, and resolution quality.

Requirements and Qualifications

• Secondary education required; a diploma or degree in Communications, Business Administration, or a related field is an advantage.

• Previous experience in live chat, customer service, online support, or a similar role is beneficial.

• Strong written English with excellent spelling, grammar, and comprehension.

• Ability to communicate complex information in a clear and concise manner.

• Good typing speed and the ability to manage simultaneous conversations.

• Familiarity with helpdesk platforms, ticketing systems, and customer relationship management tools.

• Strong problem-solving skills and attention to detail.

• Ability to remain calm and professional when handling dissatisfied customers.

• Reliable internet connectivity and a suitable remote working environment.

Benefits

• Fully remote working arrangement within Estonia.

• Opportunities to develop customer service and digital communication skills.

• Experience with modern customer support platforms and workflows.

• Collaborative environment with access to support procedures and team guidance.

• Opportunities for professional development within customer experience operations.

Application Instructions

Applicants should submit an updated CV highlighting relevant customer service experience, written communication skills, and familiarity with chat support tools. Candidates may include examples of previous online support responsibilities where appropriate.

Please apply through the relevant recruitment channel and follow the application instructions provided.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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