Chat Support Representative (225-1007)

As a Chat Support Representative, you will serve as a crucial link between the company and its clients, ensuring excellent customer service through timely and effective communication. Your role centers on providing support and assistance over online chat platforms. You will manage and resolve inquiries and issues by understanding customer needs and delivering tailored solutions. Your position requires the ability to work independently in a fast-paced environment while maintaining a friendly and professional attitude. Ultimately, your tasks will contribute to the company's mission by enhancing customer satisfaction and loyalty. If you are a problem solver with excellent communication skills and a passion for customer service, this position is an excellent fit for you.

Responsibilities

• Respond promptly to customer inquiries through online chat platforms with professionalism.
• Identify and assess customers' needs to achieve satisfaction and retention.
• Provide accurate, valid, and complete information by using appropriate methods.
• Manage large amounts of incoming chats and meet customer service benchmarks.
• Handle customer complaints, provide appropriate responses, and follow up for resolution.
• Keep records of customer interactions and record details of actions taken.
• Assist customers with product features, troubleshooting, and resolving technical issues.
• Follow communication guidelines, procedures, and policies to maintain quality service.
• Collaborate with team members to improve customer service and guide newcomers.
• Implement feedback from customers to improve service experience continually.
• Stay updated with product changes and developments to provide informed support.
• Recognize opportunities to improve internal processes and suggest improvements.

Requirements

• Proven customer support experience or experience as a client service representative.
• Excellent communication and presentation skills, native-like English proficiency preferred.
• Familiarity with CRM systems and practices, with hands-on experience as a plus.
• Ability to handle multiple tasks simultaneously while maintaining high attention to detail.
• Strong problem-solving skills with the capability to address complex inquiries effectively.
• High School diploma or equivalent; additional requirements might apply for more complex roles.
• Willingness to work flexible hours, possibly including nights or weekends, as needed.