Email and Chat Executive 02J26

The Email and Chat Executive is a critical role focused on providing exceptional customer service through email and chat communication channels. This position involves managing a high volume of customer inquiries, providing accurate information, and resolving issues in a professional and efficient manner. The successful candidate will have strong written communication skills, a keen attention to detail, and the ability to work independently in a fast-paced environment. You will serve as a primary point of contact for customers looking for help or information regarding our products or services. This role will suit someone who is passionate about customer service and capable of maintaining a positive attitude while juggling multiple tasks and priorities.

Responsibilities

• Respond promptly and accurately to customer inquiries received through email and chat.
• Resolve customer complaints and issues by providing correct information and solutions.
• Maintain detailed records of customer interactions and transactions.
• Identify customer needs and recommend appropriate solutions or services.
• Follow up on customer contacts and ensure all issues are resolved satisfactorily.
• Collaborate with colleagues from other departments to ensure a seamless customer experience.
• Stay updated on product knowledge and company policies to offer precise information.
• Achieve and maintain performance metrics such as response time and customer satisfaction scores.
• Escalate complex or unresolved customer issues to senior support staff for further action.
• Contribute to a positive team environment and help maintain a high morale.
• Participate in ongoing training and development sessions to improve service delivery.
• Analyze customer feedback to identify areas for improvement in support processes.

Requirements

• Proven experience in a customer service role, preferably in email and chat support.
• Excellent written communication skills with a focus on grammar and clarity.
• Ability to manage multiple tasks and prioritize effectively under pressure.
• Strong problem-solving skills and a customer-oriented approach.
• Familiarity with customer service software and CRM systems.
• A high level of attention to detail and accuracy in handling customer queries.
• Flexibility to work in various shifts, including weekends and holidays if required.