Job Description
We are seeking a live chat agent/customer support representative that excels in meeting customers' expectations, from answering questions on products and services to processing orders. To be successful as a live chat agent, you should stay informed about product and service specifications and maintain good relations with customers. Ultimately, a successful Live Chat Agent should be able to achieve outstanding customer service and communicate effectively with customers.
Responsibilities: - Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support Representatives
Requirements: - Experience as a Customer Support Specialist or similar CS role
- Familiarity with our industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- BSc in Information Technology or relevant diploma
Job Tags
Permanent employment, Full time,