Job Title: Live Chat Agent/Representative

Department: Customer Support/Service

Location: Remote

Reports to: Shift Manager

Job Summary: The Live Chat Agent is responsible for providing real-time assistance and support to customers through online chat platforms. They are the first point of contact for customers seeking help or information and play a crucial role in ensuring customer satisfaction and resolving issues promptly and efficiently.

Key Responsibilities:

• Customer Support: Engage with customers through live chat, answering their questions, providing information about products/services, and assisting with troubleshooting and problem resolution.

• Product Knowledge: Maintain a deep understanding of the company's products/services to effectively address customer inquiries and promote upselling or cross-selling opportunities when appropriate.

• Timely Responses: Respond to customer inquiries in a timely manner, ensuring minimal wait times and efficient service.

• Issue Resolution: Resolve customer complaints, issues, or disputes through chat communication, escalating more complex problems to higher-level support when necessary.

• Technical Assistance: Provide technical support when required, guiding customers through technical processes and assisting with software or hardware-related problems.

• Documentation: Accurately document customer interactions, issues, and resolutions in the company's CRM or ticketing system for future reference and reporting purposes.

• Customer Feedback: Gather feedback from customers and report recurring issues or improvement opportunities to the appropriate department.

• Quality Assurance: Maintain a high level of professionalism and ensure that interactions with customers adhere to company policies and guidelines.

• Multitasking: Handle multiple chat sessions simultaneously while maintaining quality customer service.

• Team Collaboration: Collaborate with other customer support team members, including phone and email support, to ensure a seamless customer experience across all channels.

Qualifications:

• High school diploma or equivalent; additional education or relevant certifications may be preferred.

• Previous experience in customer service, preferably in a live chat or online support role.

• Excellent written communication skills, with the ability to type quickly and accurately.

• Strong problem-solving and multitasking abilities.

• Proficiency in using chat software, CRM systems, and other relevant tools.

• Knowledge of the company's products/services and industry.

• Patience and empathy when dealing with customer inquiries and complaints.

• Adaptability and a willingness to learn and adapt to changing customer needs and company procedures.

• Availability to work flexible hours, including evenings and weekends if necessary.

Benefits:

• List any benefits such as health insurance, retirement plans, paid time off, depending on the company's offerings.

How to Apply:

Interested candidates should click here or go to https://singingfiles.com/ChatJobs