Email and Chat Executive (225-625)

The Email and Chat Executive is a critical role in delivering outstanding customer service through digital communication channels. This dynamic position involves directly interacting with customers via email and chat to resolve issues, answer queries, and deliver product and service information effectively. As an Email and Chat Executive, you will use your communication skills to provide exceptional support, ensure customer satisfaction, and maintain the company's reputation. You will be responsible for engaging in real-time communications with customers, requiring a high level of professionalism, empathy, and prompt troubleshooting skills. Additionally, you will need to possess a strong understanding of the company's products and services to offer accurate information and solutions. Working closely with the customer service team, you will play a significant role in fostering positive relationships with clients and customers, thereby driving customer loyalty and business success.

Responsibilities

• Respond promptly to customer inquiries received through email and chat.
• Identify and assess customers’ needs to achieve satisfaction effectively.
• Provide accurate, valid, and comprehensive information using the right systems.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Monitor chat and email queues to ensure timely responses to customer inquiries.
• Contribute to the team’s collective knowledge by sharing insights and feedback.
• Escalate complex issues to the appropriate department or personnel when necessary.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Keep records of customer interactions, transactions, comments, and complaints.
• Follow communication procedures, guidelines, and policies thoroughly and consistently.
• Work collaboratively with other departments to resolve customer issues efficiently.
• Continuously update personal knowledge of products and processes for better support.

Requirements

• Proven customer support experience, preferably within digital communication channels.
• Strong written communication skills with keen attention to detail.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• Familiarity with customer service software, databases, and tools is advantageous.
• Adequate problem-solving skills with a focus on customer satisfaction.
• Ability to adapt to different personality types and handle conflicts diplomatically.
• Basic understanding of the products or services offered by the company.