Full-Time Live Chat Agent
Job Description
A Live Chat Agent provides real-time support and assistance to customers through online chat platforms. They ensure high-quality customer service by addressing inquiries, resolving issues, and maintaining a positive customer experience. Below is a detailed job description:
Responsibilities:
1. Customer Assistance:
• Respond promptly to customer inquiries through live chat platforms.
• Provide accurate and comprehensive information about products, services, policies, and procedures.
• Resolve customer complaints and issues efficiently, escalating complex problems when necessary.
2. Support and Troubleshooting:
• Assist customers with technical or account-related issues.
• Guide users through website navigation and online processes.
• Report and document recurring issues to help improve services and solutions.
3. Communication:
• Maintain a professional and friendly tone in all interactions.
• Clarify customer concerns and offer tailored solutions.
• Ensure proper spelling, grammar, and clarity in written communication.
4. Documentation:
• Record customer interactions, feedback, and issue resolutions accurately in the CRM system.
• Track unresolved issues and follow up with customers as needed.
5. Team Collaboration:
• Work closely with team members and other departments to ensure customer satisfaction.
• Share feedback and insights to improve processes and service quality.
Requirements:
• Education: High school diploma or equivalent; additional certifications in customer service are a plus.
• Experience: Previous experience in customer service, especially in live chat or online support, is preferred.
• Skills:
• Strong written communication and typing skills.
• Excellent problem-solving abilities.
• Multitasking and time-management skills.
• Familiarity with CRM tools and chat platforms.
• Personality: Friendly, patient, and empathetic with a customer-focused mindset.
Key Performance Indicators (KPIs):
• Response time and chat resolution time.
• Customer satisfaction score (CSAT).
• Accuracy and clarity of information provided.
• Number of issues resolved during the first interaction (First Contact Resolution – FCR).
Work Environment:
• Remote or office-based, depending on the company.
• Flexible shifts may include weekends and holidays.
How to Apply
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