Company Description Raya CX is a next-generation business process outsourcing and customer experience management provider supporting clients across diverse industries. Since 2001, Raya CX has been a trusted partner for customer service, technical support, and global services for Fortune 1000 companies across North America, Europe, the Middle East, and Africa. The company delivers services from competitive and highly skilled labor markets, focusing on quality and performance.

Raya CX offers integrated outsourcing solutions powered by advanced technology, robust strategies, and continuous improvement. Its culture emphasizes innovation, professional development, and delivering exceptional customer experiences.

Role Description The Chat Support Agent B2 is a full-time, in office role based in Maadi, QLD. This role is responsible for handling customer inquiries and issues through online chat channels, ensuring timely, accurate, and empathetic responses. Day-to-day tasks include troubleshooting basic technical problems, providing product and service information, and escalating complex issues to the appropriate teams when needed.

The Chat Support

Agent B2 monitors multiple chat conversations, updates customer records, follows standard operating procedures,



and adheres to service level agreements. The role also involves collaborating with team members and supervisors, sharing feedback on recurring issues, and contributing to continuous improvement of support processes.

Qualifications

- Strong customer-facing skills, including Customer Support and a focus on Customer Satisfaction.
- Ability to provide clear and effective assistance with fundamental Technical Support inquiries.
- Solid Communication skills, both written and verbal, suitable for fast-paced chat interactions.
- Good Analytical Skills to understand customer needs, identify root causes, and follow logical troubleshooting steps.
- Previous experience in customer service, contact centers, or BPO environments is preferred.
- Comfort working with chat platforms, CRM systems, and basic office software tools.
- Ability to work on-site in Maadi, QLD, on rotating shifts, including weekends and holidays if required.
- High school diploma or equivalent; post-secondary education in business, IT, or related fields is an advantage.
- Demonstrated reliability, attention to detail, and a commitment to maintaining confidentiality and data security.

📌 Chat Support Agent b2 (Maadi)
🏢 Raya CX
📍 Maadi