Customer Service Representative at Intouch| solution-oriented Customer Experience 2025
Do you have a strong commitment to providing exceptional customer service via email and chat? The position of Customer Service Representative (Chat/Email) is open to applications from IntouchCX, a world leader in customer experience outsourcing. This role can be your next career opportunity if you appreciate solving problems, assisting clients, and working with a vibrant, tech-driven team.
In this detailed overview, you’ll find everything you need to know about the role, from company insights to day-to-day responsibilities, skills required, eligibility criteria, and how to apply.
About IntouchCX
Renowned companies partner with IntouchCX, a state-of-the-art supplier of customer experience solutions, to facilitate successful and engaging client interactions. Using human intelligence and state-of-the-art technology, IntouchCX transforms quality-driven customer service via social media, email, chat, and phone. By providing exceptional service and creating real value, the company is committed to helping brands succeed.
Concerning the Role of the Customer Service Representative (Chat/Email)
You will be in charge of managing client interactions via email and live chat as a Customer Service Representative (Chat/Email) at IntouchCX. Your main responsibilities will be to comprehend client concerns, address order, inventory, and billing-related problems, and guarantee client delight at every turn.
Since you will be promoting well-known businesses and serving as the initial point of contact for clients in need of assistance, this position demands a proactive and sympathetic approach.
There are many of opportunities to learn and grow in this role, regardless of whether you’re a new employee seeking your first customer service position or an experienced professional hoping to further your career.
| Job Role | Customer Service Representative (Chat/Email) |
| Company | IntouchCx |
| Job type | Full-Time |
| Location | Not Specified |
| Experience | 0-5 years |
| Responsibilities | Handle customer queries on orders, billing, inventory Resolve complaints professionally Document interactions accurately Meet quality and performance standards Attend trainings and team meetings |
Workplace Duties
Your primary duties in this position will be:
- providing excellent customer service through email and chat platforms.
- addressing client inquiries about inventory control, billing, and orders.
- employing efficient questioning strategies to comprehend the requirements and expectations of the client.
- addressing problems effectively and professionally to guarantee client satisfaction.
- use internal tracking systems to precisely record every consumer interaction.
- professionally, sympathetically, and patiently handling consumer complaints.
- collaborating with team leads, other departments, and coworkers as necessary.
- guaranteeing compliance with all regulations and directives when engaging with clients.
- keeping up with policies and procedures by taking part in team meetings and training sessions.
- among other key performance indicators (KPIs), meeting quality metrics, customer satisfaction score (CSAT), contact handle time, and dissatisfaction score (DSAT).
- gaining and retaining new product knowledge and practices to stay abreast of evolving consumer demands.
Competencies and Skills Needed
The following abilities are necessary for candidates to succeed as Customer Service Representatives at IntouchCX:
- Outstanding written and vocal communication abilities: Answering client questions via email and chat requires professional, grammatically sound, and clear communication.
- Good listening skills: Active listening skills aid in comprehending client concerns and customizing replies to suit particular requirements.
- Patience and empathy: Important qualities for this position include having a customer-first mentality and the capacity to remain composed throughout difficult conversations.
- Ability to solve problems: You need to be able to think critically and solve problems quickly in order to ensure customer satisfaction.
- Working in a fast-paced environment requires flexibility and efficient multitasking.
- Technical ability is needed to operate personal computers, navigate customer support software, and have a basic understanding of eCommerce systems.
- Teamwork: The capacity to organize with different internal departments in order to address complicated client concerns.
- Maintaining precision when recording client interactions and appropriately updating data requires attention to detail.
Professional and Academic Qualifications
Education:
- Earning a degree from an accredited university or other institution in any field.
Experience:
- Fresh graduates are welcome to apply.
- Candidates with up to 5 years of experience in the call center industry, preferably in chat or email support operations, are encouraged to apply.
Work Environment and Schedule
One aspect of a customer care representative’s job description at IntouchCX is working in a dynamic environment. You may have to work mornings, afternoons, nights, weekends, and holidays, depending on the needs of the company.
The capacity to function effectively under duress while upholding superior service standards is a crucial prerequisite. In order to achieve service level agreements (SLAs), you will need to maintain constant concentration and respond promptly when using chat and email systems.
Why Choose IntouchCX?
- Global Exposure: Get experience dealing with clients from throughout the world by working with well-known international brands.
- Training and Development: Get thorough instruction to provide you the abilities and information required for your position.
- Career Growth: Professional growth and internal job advancements are available in a number of ways.
- Encouragement Team Culture: Work in a friendly, collaborative environment where your efforts are valued.
- Technology-Driven Organization: Make use of the newest systems and technologies to improve customer support efficiency
Application Process
It’s easy to apply for this fantastic career opportunity if you’re interested:
- Use employment portals where the position is posted or the official IntouchCX careers website to submit your most recent CV.
- Make sure your contact information is accurate since the hiring staff will get in touch with you via text, phone, or email.
- The selection procedure for shortlisted applicants may involve tests, interviews, and, if necessary, background checks.
- You will receive guidance through the onboarding and training process to get ready for your role after being selected.
Start Your Customer Service Career with IntouchCX
Whether you are just starting out in your career or want to further it, the Customer Service Representative (Chat/Email) position at IntouchCX provides a great opportunity to hone your abilities, collaborate with top companies, and advance in a creative and encouraging atmosphere.
A great option for customer service professionals looking for fulfilling work, IntouchCX places a strong emphasis on staff development, quality-driven support, and utilizing cutting-edge technologies.
Join IntouchCX’s worldwide team committed to influencing the future of customer service by applying right away if you’re prepared to start a fulfilling career in customer experience.
How To Apply
Click on the application link provided below