Online Chat Operator

About the Position

We are seeking a Junior Online Chat Operator to join our team. This role is fully remote and based in Kinshasa, DR Congo. Fast typing speed and excellent communication skills are required.

Responsibilities

• Provide customer consultations via chat regarding company products.
• Assist customers with website navigation and technical support.
• Identify optimal solutions to customer questions and issues with a high level of politeness and attentiveness.
• Collaborate with other departments to resolve customer requests.
• Provide up-to-date information about current promotions and offers.
• Perform sales in accordance with internal algorithms.
• Record and process customer inquiries in the CRM system, ensuring accuracy and completeness of data.
• Adhere to the company’s internal standards, procedures, and policies.
• Complete tasks and assignments from the supervisor within established deadlines.
• Be punctual and follow the assigned work schedule.
• Participate in training sessions, workshops, and meetings upon the company’s request.
• Maintain team collaboration and workplace discipline.

Requirements

• Core Skills:

  • Fast typing speed (200+ characters per minute)
  • Effective multitasking: ability to handle multiple chats, work with CRM/knowledge bases, and switch tasks without quality loss
  • Problem-solving mindset and customer orientation: Experience and skills in resolving challenging situations. Ability to effectively identify, analyze, and resolve customer issues, demonstrating a deep commitment to achieving positive outcomes.
  • Experienced PC user (understanding of VPNs, internet connectivity, basic troubleshooting)
  • Own equipment (PC/laptop with Windows 10/11, stable internet connection)
  • Language proficiency: excellent written skills in English and French, knowledge of both formal and informal styles

• Secondary Skills:

  • Customer support experience is a plus but not required - full training provided.
  • Willingness to work in shifts, including night shifts.
  • Excellent communication skills: ability to interact with clients effectively and professionally, ensuring data privacy and security.
  • Handling negativity and conflict situations: Ability to maintain emotional resilience when dealing with aggressive or dissatisfied clients, proficiency in active listening techniques and constructive dialogue. Ability to remain calm, control tone, and avoid provoking escalation.
  • Empathy and emotional intelligence: ability to recognize client mood, provide reassurance, support, and guide toward constructive dialogue.

We Offer

• Ongoing support and guidance throughout your work.
• Training and development opportunities.
• Potential for career growth and professional advancement.
• Paid annual leave, sick leave.
• 5/2 daily shifts of 9 hours, including a lunch and coffee breaks.
• Remote work format (work from home).
• Competitive salary + Bonuses.

About the Company

[Company description if present]

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