Live chat operator
Also known as: real time chat operator, online chat operator, virtual chat agent, live chat agent, online chat agent, virtual chat operator
About this occupation
Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.
A specialisation of customer contact centre information clerk.
Essential skills and knowledge
- information confidentiality
- create solutions to problems
- characteristics of products
- discern written communication
- respond to inquiries in written form
- work with e-services available to clients
- guarantee customer satisfaction
- characteristics of services
- use internet chat
- persuade clients with alternatives
- process data
- type at speed
Typical tasks and preparation
From the related US occupation profile Telephone Operators (O*NET 43-2021.00). Linked by an official crosswalk: related, not identical; details vary by country.
- Observe signal lights on switchboards, and dial or press buttons to make connections.
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Update directory information.
- Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.
- Perform clerical duties such as typing, proofreading, and sorting mail.
- Typical education (US)
- High School Diploma or the equivalent (such as a GED)
- Preparation
- Job Zone 2 of 5
- Interests
- Conventional, Social, Enterprising
Top skills: Active Listening, Speaking, Service Orientation, Social Perceptiveness, Reading Comprehension, Critical Thinking
US median pay: US$41,740 a year (2025), 3,430 employed. Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
Subjects this work relies on
How important each subject's knowledge is in the job itself, rated by people doing it (1 to 5).
- English or Literature in EnglishO*NET: English LanguageImportant (3.2)
- Computer StudiesO*NET: Computers and ElectronicsImportant (3.1)
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Preparation needed
Job Zone 1-2: Very Little to Some Preparation Needed
- Most common education (US)
- High School Diploma or the equivalent (such as a GED)
- Education
- Usually requires a high school diploma or GED, though some occupations may not.
- Experience
- Some occupations may need little or no previous experience; others require several months to a year of experience. For example, landscaping and groundskeeping workers might require very little training or previous experience, while agricultural equipment operators can benefit from on-the job training.
- Training
- Ranges from a few days to one year of on-the-job training.
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Related occupations
Occupations O*NET links to this one by similar work, skills and knowledge.
- Switchboard Operators, Including Answering Service
- Receptionists and Information Clerks
- Telemarketers
- Office Clerks, General
- Customer Service Representatives
- Telecommunications Equipment Installers and Repairers, Except Line Installers
- Public Safety Telecommunicators
- Dispatchers, Except Police, Fire, and Ambulance
- Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel
- Reservation and Transportation Ticket Agents and Travel Clerks
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.