Live Chat Agent

The Live Chat Agent is a critical member of our customer support team, responsible for delivering exceptional service and support to our online customers through live chat channels. This role involves real-time interactions with customers, addressing their inquiries, resolving issues, and ensuring a seamless and positive customer experience.

Responsibilities:

• Respond promptly to customer inquiries via live chat in a professional and courteous manner.
• Provide accurate information, answer questions, and offer solutions to customer issues.
• Engage with customers to understand their needs and preferences.
• Troubleshoot and resolve customer problems, technical issues, or product/service-related concerns.
• Escalate complex issues to appropriate teams or supervisors when necessary.
• Maintain in-depth knowledge of our products, services, and company policies to assist customers effectively.
• Stay up-to-date with product updates and changes.
• Document customer interactions, issues, and resolutions accurately in the company's CRM system.
• Provide feedback on recurring issues to help improve processes and customer satisfaction.
• Gather and relay customer feedback, suggestions, and trends to the relevant departments for continuous improvement.
• Collaborate with colleagues and other support channels to ensure consistent and comprehensive customer support.
• Meet or exceed established performance targets, including response times, issue resolution rates, and customer satisfaction scores.

• High school diploma or equivalent. A bachelor's degree or relevant certification may be advantageous.
• Previous experience in customer support, online chat support, or a related role is preferred.
• Strong written communication skills with excellent grammar and spelling.
• Proficiency in using live chat software and customer support tools.
• Empathetic and patient demeanor with a strong customer-focused attitude.
• Problem-solving skills and the ability to think quickly on your feet.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.