Customer Support Agent – Live Chat

We empower businesses worldwide to ship smarter. R L Global Logistics strives to provide the best freight solutions and logistics services to our customers. We offer the highest quality domestic and international transportation services including Full Truckload (FTL), Intermodal/Rail, Expedited/Domestic Priority, Service to and from Mexico and Canada, Trade Show, Supply Chain Management, High Value/High Risk Cargo, Warehousing and Fulfillment, Value Added, Customs Brokerage and more. We focus on customer requirements in order to meet the challenges of today’s business demands. Our ability to create solutions through a wide range of transportation outlets allows R L Global Logistics to be your complete global transportation solution.

About The Role

We are looking for a skilled and empathetic Customer Support Agent to join our Live Chat team in the Customer Support department. As a full-time, hourly employee, you will be the first point of contact for customers via live chat, providing assistance with inquiries, troubleshooting issues, and ensuring a positive customer experience. Your excellent command of the English language and your ability to deliver fast and accurate resolutions will play a key role in building customer satisfaction and loyalty.

What You'll Do

• Respond promptly to incoming live chat inquiries from customers and provide real-time solutions.
• Assist customers with product-related questions, service issues, and technical concerns.
• Troubleshoot and resolve customer issues efficiently while maintaining professionalism.
• Document customer interactions and update internal systems with accurate information.
• Collaborate with other teams to ensure seamless customer experiences and escalate complex issues as necessary.
• Adhere to service-level agreements (SLAs) and performance metrics for response times and resolution rates.
• Provide personalized and empathetic support that aligns with the company's tone and values.
• Proactively identify recurring issues and provide feedback to improve processes or products.

Qualifications

• Fluency in English, both written and verbal, with excellent communication skills.
• Previous experience in a customer service or support role, preferably in live chat.
• Ability to multitask effectively, managing multiple chats simultaneously.
• Strong problem-solving skills with attention to detail and accuracy.
• Proficiency with customer service software tools and chat platforms.
• Flexibility to work full-time, including potential evening or weekend shifts, as needed.
• A positive, professional attitude and the ability to remain calm under pressure.
• Demonstrated ability to handle challenging situations and de-escalate customer concerns diplomatically.

Applicants must be authorized to work in the United State Of America