Chat Support Executive 03J26

As a Chat Support Executive, you will be the key point of contact for customers seeking assistance or information about our products and services through chat platforms. Your primary role will be to provide swift, accurate, and empathetic responses to customer inquiries, ensuring a positive customer experience while resolving customer issues. The ideal candidate will possess excellent communication skills, a strong ability to multitask, and a customer-centric attitude. Familiarity with various chat platforms and active listening abilities are essential to excel in this role. You will work closely with other team members to deliver a seamless support experience and contribute to the continual improvement of our customer support processes.

Responsibilities

• Promptly respond to customer inquiries through various chat platforms with a focus on quality service.
• Identify customer needs and provide satisfactory solutions in a clear and concise manner.
• Handle multiple chats simultaneously while maintaining speed and efficiency in responses.
• Document customer interactions accurately to maintain up-to-date records within the system.
• Escalate complex issues to higher-level support when necessary for resolution.
• Maintain a high degree of professional conduct and ensure customer confidentiality.
• Regularly update self on product knowledge and company policies to deliver accurate information.
• Provide feedback from customers to management for potential improvements in products or services.
• Participate in team meetings and contribute ideas for improving customer service processes.
• Achieve targeted customer satisfaction scores and key performance metrics set by the organization.
• Ensure all chats are handled in alignment with company guidelines and customer service standards.
• Assist in training new team members on chat support tools and procedures as needed.

Requirements

• High school diploma or equivalent; further education is an advantage.
• Previous experience in customer support or a related role is preferred.
• Excellent written communication skills with a strong command of language.
• Ability to type at a speed of at least 40 words per minute.
• Proficiency with chat software and familiarity with CRM systems preferred.
• Strong problem-solving skills with the ability to handle stressful situations calmly.
• Availability to work flexible hours, including evenings and weekends, as required.