Website Live Chat Agent

Mission of the Role: To reduce cart abandonment and uplift conversion by providing timely, helpful, and persuasive live chat support that builds rapport with customers, addresses concerns in real time, and guides them toward completing their purchase. Responsibilities: • Manage live chat enquiries on Zendesk or other designated platforms. • Provide a first response within 30 seconds and aim to resolve enquiries within 30–60 minutes, where possible. • Engage proactively with visitors on key pages (product, cart, or checkout) to address concerns and prevent drop-off. • Assist customers with product information, promotions, payments, and order tracking. • Follow up with customers who abandoned their carts via chat or message to encourage purchase completion. • Build genuine rapport and trust with customers to increase conversion and reduce refund rates. • Escalate unresolved or complex queries to internal teams in a timely manner. • Maintain clear, empathetic, and persuasive communication in line with the brand tone. • Accurately log all customer interactions for tracking and performance analysis. Requirements: • Experience in live chat or e-commerce customer support is preferred. • Excellent written English and ability to communicate clearly, quickly, and persuasively. • Comfortable multitasking in a fast-paced environment. • Familiarity with Zendesk or other live chat tools is an advantage. • Strong customer-centric mindset with a drive to convert enquiries into sales Contract Type: Temporary Full-Time (3-month contract, with potential renewal based on performance) Working Hours: • First 2 weeks: 9am–6pm SGT, Monday–Friday • Thereafter: 9am–6pm EST, Monday–Friday This is a 100% remote role where the potential hire must be equipped with the following to carry out this role effectively: • Laptop / CPU with acceptable speed • At least 1 monitor screen (inclusive of laptop screen) • Headset with Mic (Noise cancelling) • Webcam • Designated Workstation • Stable and strong power and internet connectivity • Noise-free and conducive environment Apply tot his job