Chat Support Executive (225-827)

The Chat Support Executive is a pivotal role responsible for ensuring an exceptional customer service experience for clients through real-time online communication. As a Chat Support Executive, you will be the primary point of contact for incoming customer inquiries via chat platforms. You will need to possess excellent communication skills and the ability to multitask effectively to manage various customer inquiries concurrently. A key part of your role will involve resolving customer issues promptly, maintaining customer satisfaction, and ensuring clients receive informative, clear, and empathetic service. You will work closely with other departments to resolve potential issues and ensure that accurate information is relayed to customers. This role is perfect for someone with a penchant for problem-solving, who is technically adept, and can provide personalized assistance to a diverse group of customers. By leveraging your skills, you will play a crucial role in ensuring that the company upholds its commitment to high-quality customer support.

Responsibilities

• Engage with customers through chat, promptly addressing their inquiries and concerns.
• Maintain a high level of professionalism and respect when interacting with clients.
• Manage multiple chat conversations simultaneously while ensuring customer satisfaction.
• Resolve customer issues efficiently, ensuring a positive post-interaction experience.
• Collaborate with other departments to resolve complex customer queries effectively.
• Document customer interactions thoroughly, ensuring accurate record-keeping in databases.
• Provide accurate information and guidance to customers about products and services.
• Identify and escalate priority issues to the appropriate teams for immediate attention.
• Monitor and review customer feedback to guide service improvements and reports.
• Meet regular targets for customer response times and satisfaction scores.
• Continuously improve product knowledge to enhance customer service quality.
• Participate in regular team meetings to share insights and improve workflows.

Requirements

• Previous experience in a customer service or chat support role is preferred.
• Exceptional verbal and written communication skills are essential for this role.
• Strong multitasking abilities to manage multiple conversations concurrently.
• Proficiency in using chat software and customer service tools efficiently.
• Ability to work in a fast-paced environment while maintaining accuracy and attention to detail.
• Excellent problem-solving skills with the ability to adapt quickly to change.
• Willingness to work flexibly, including evenings, weekends, and public holidays if required.