Email and Chat Executive (225-802)

The Email and Chat Executive is responsible for providing exceptional customer service across electronic communication channels, ensuring that all customer inquiries, issues, and feedback are addressed promptly and effectively. This role requires an individual with strong communication skills, an empathetic approach, and the ability to multitask efficiently. The executive will be responsible for enhancing customer satisfaction, building sustainable relationships, and providing product/service information to cultivate customer loyalty. The ideal candidate should possess problem-solving abilities to swiftly assist customers and should be comfortable using a variety of digital tools to manage communication efficiently. Proactive, patient, and detail-oriented, the Email and Chat Executive will play a critical role in maintaining the company's reputation by managing customer interactions seamlessly.

Responsibilities

• Respond promptly and professionally to email and chat inquiries from customers.
• Resolve customer issues and complaints accurately and within established timeframes.
• Provide product and service information to customers to enhance understanding.
• Maintain detailed records of customer interactions, transactions, and feedback.
• Collaborate with team members to resolve complex issues and improve processes.
• Identify and report recurring customer issues to management for further action.
• Assist customers by providing accurate information and solutions to inquiries.
• Monitor customer satisfaction metrics and recommend improvements in service delivery.
• Participate in training sessions to keep up-to-date with products and processes.
• Meet and exceed individual and team performance metrics for service level agreements.
• Handle multiple chat sessions simultaneously while ensuring quality and efficiency.
• Maintain confidentiality and security of customer information during all interactions.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Excellent verbal and written communication skills in English.
• Previous customer service experience, particularly in digital environments, is desired.
• Proficiency in using email platforms and live chat software effectively.
• Strong problem-solving skills with the ability to think critically under pressure.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient, empathetic attitude with a passion for helping customers.
• Attention to detail to ensure accuracy in customer communications and data entry.