Chat support Executive (225-714)

A Chat Support Executive plays a crucial role in customer service by providing assistance and solutions to customers via online chat. This position requires excellent communication skills, patience, and a customer-centric approach to resolve inquiries efficiently. As a Chat Support Executive, you will handle multiple chats simultaneously while ensuring each customer enjoys a satisfying experience. The role demands the ability to quickly learn and adapt to new technologies and systems, as well as the ability to remain calm under pressure. Your goal will be to enhance customer satisfaction and build lasting relationships with clients by answering questions and offering expert advice in a professional manner.

Responsibilities

• Engage with customers in a professional and courteous manner via chat.
• Identify customer issues and guide them to an appropriate solution promptly.
• Maintain up-to-date knowledge of the company’s products and services.
• Handle and resolve customer complaints through effective communication.
• Manage multiple chat sessions efficiently and maintain high productivity levels.
• Document and update customer records with accurate and timely information.
• Escalate complex issues to appropriate departments when necessary for resolution.
• Collaborate with team members to improve overall customer service standards.
• Track and report recurring customer issues to support improvement initiatives.
• Provide feedback to management on processes and product improvements.
• Assist customers with technical issues by providing step-by-step instructions.
• Strive to exceed customer expectations with each interaction and service provided.

Requirements

• High school diploma or equivalent; post-secondary education preferred.
• Proven experience in a customer service or chat support role.
• Excellent typing speed and computer literacy skills required.
• Strong problem-solving abilities and attention to detail are essential.
• Ability to remain calm and professional in stressful situations.
• Proficiency in English; additional languages are an advantage.
• Familiarity with CRM systems and customer support software preferred.