Customer Service Advisor – Email / Chat 18F26

As a Customer Service Advisor specializing in Email and Chat, you will play a vital role in ensuring our customers have a positive experience when they reach out for assistance. You will be responsible for managing a high volume of customer inquiries through email and chat platforms, providing timely and accurate responses to ensure customer satisfaction. This role requires someone who is articulate, has excellent written communication skills, and is capable of handling multiple tasks simultaneously. You are the first point of contact for our customers, and your ability to solve problems, provide information, and facilitate resolutions is crucial to our success. Your efforts will be critical in building trust and maintaining a positive relationship with our customers.

Responsibilities

• Respond promptly to customer inquiries via email and chat platforms.
• Manage and resolve customer complaints and feedback effectively.
• Identify customer needs and provide appropriate solutions and information.
• Document all customer interactions accurately in our system.
• Follow up to ensure customer questions are fully resolved and addressed.
• Maintain a high level of professionalism and empathy in all interactions.
• Collaborate with other departments to resolve complex customer issues.
• Provide feedback and suggestions to improve overall customer service.
• Assist in training new team members when required.
• Analyze customer feedback and suggest process improvements.
• Stay informed about product updates and company policies.
• Meet performance targets and service level agreements consistently.

Requirements

• Proven experience as a Customer Service Advisor or similar role.
• Strong written communication skills with a focus on detail and clarity.
• Ability to handle high-volume inquiries with efficiency and precision.
• Strong problem-solving skills and a proactive attitude.
• Proficiency in using customer service software and chat platforms.
• Ability to work well in a team-oriented environment.
• Flexible in working hours to meet business and customer needs.