Job Description

Chat Agent

Company: GSR Group
Employment Type: Full-Time / Part-Time

About GSR Group

GSR Group proudly owns and operates Wingstop franchise locations, providing outstanding food and exceptional service to our guests. We’re expanding our support team to include a Chat Agent. This role is essential in ensuring a seamless and positive experience for every guest, whether they’re asking about menu items, orders, or employment opportunities. 

We’re seeking a motivated and detail-oriented Chat Agent to join our customer support and communications team. The ideal candidate will serve as the first point of contact for customers via online chat platforms, ensuring every interaction reflects GSR Group’s professionalism, empathy, and commitment to client satisfaction.

Position Summary

The Chat Agent will handle real-time customer inquiries through digital communication channels, including website chat, social media messaging, and internal ticketing systems. This role requires exceptional written communication skills, problem-solving ability, and a client-first mindset.

The ideal candidate will thrive in a remote work environment, demonstrate strong multitasking skills, and maintain a positive attitude under pressure.

Key Responsibilities

Customer Interaction

• Respond promptly and professionally to customer inquiries via live chat, email, or messaging platforms.

• Provide accurate information regarding GSR Group’s products, services, and policies.

• Resolve client concerns efficiently while maintaining a positive customer experience.

• Escalate complex issues to the appropriate department or supervisor when necessary.

• Follow communication guidelines, scripts, and procedures to ensure consistency and quality.

Operational & Technical Tasks

• Log all chat interactions accurately in CRM or customer service software.

• Monitor multiple chat conversations simultaneously while maintaining professionalism and accuracy.

• Collaborate with internal teams to improve communication workflows and customer satisfaction.

• Stay updated on company policies, service updates, and promotions to provide current and correct information.

Quality & Performance

• Meet or exceed daily, weekly, and monthly response and resolution targets.

• Maintain a high satisfaction rating in customer feedback surveys.

• Identify trends in customer inquiries and suggest solutions to common issues.

Required:

• Minimum of 1–2 years of experience in customer service, chat support, or a similar online communication role.

• Excellent written communication skills with strong grammar, spelling, and tone.

• Ability to handle multiple conversations simultaneously in a fast-paced environment.

• Strong problem-solving and decision-making abilities.

• Proficiency with chat, CRM, and ticketing platforms (e.g., Zendesk, Intercom, HubSpot, LiveChat).

• Reliable internet connection and a distraction-free work environment.

Preferred:

• Experience in remote or virtual work environments.

• Background in customer support for technology, financial services, or real estate sectors.

• Knowledge of customer service metrics and KPIs.

• Multilingual proficiency is a plus.

• Customer-Centric Mindset: Dedicated to creating positive and effective client interactions.

• Professional Communication: Clear, courteous, and empathetic tone in all written exchanges.

• Attention to Detail: Ensures accuracy and completeness in every response.

• Adaptability: Quickly adjusts to new processes, products, or technologies.

• Team Collaboration: Works effectively with peers and supervisors to improve overall customer experience.

• Reliability: Demonstrates consistency, punctuality, and accountability.

• Competitive compensation with performance-based incentives.

• Remote work flexibility with structured support and training.

• Opportunities for advancement within customer support and operations.

• Positive and inclusive team culture focused on growth and collaboration.

• Ongoing professional development and skills training.

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