Job Description

We are looking for a proactive and customer-centric Live Chat Agent to join our support team. The Live Chat Agent will engage with customers through real-time chat to answer questions, resolve issues, and provide exceptional service. The ideal candidate has excellent written communication skills, a problem-solving mindset, and a passion for delivering outstanding customer experiences.Key Responsibilities:Respond to customer inquiries promptly via live chat, messaging platforms, and other digital channels.Provide accurate information about products, services, policies, and promotions.Troubleshoot customer issues and guide them toward a resolution quickly and efficiently.Escalate complex issues to the appropriate department or team when necessary.Document interactions, customer feedback, and technical issues accurately in the system.Assist with basic technical support, order tracking, account management, and troubleshooting.Maintain a high level of product knowledge to provide effective solutions.Meet or exceed performance metrics such as response time, customer satisfaction scores, and chat resolution rates.Identify trends in customer issues and communicate insights to the team for continuous improvement.Stay up-to-date with company offerings, changes, and updates.Requirements:Previous experience in a customer service, support, or sales role (preferably in a live chat or digital environment).Excellent typing, spelling, and grammar skills.Strong multitasking abilities handling multiple chats at once.High level of empathy, patience, and a service-oriented attitude.Ability to work in a fast-paced environment and under pressure.Basic computer literacy and comfort with CRM or chat software tools (e.g., Zendesk, Intercom, LiveChat).Flexibility to work various shifts, including evenings, weekends, and holidays if needed.Preferred Skills:Experience with e-commerce platforms or tech companies.Familiarity with KPIs like First Response Time (FRT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).Multilingual abilities are a plus.Working Conditions:Remote or on-site depending on company needs.Requires a quiet and professional workspace when remote.May involve sitting for extended periods while managing chats.
recblid frk2is4otqx4zwr0qo7h781jz7t14p

EbregroupUSA

Job Tags

Holiday work, Remote job, Shift work, Afternoon shift,

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