Job Description

About the job Chat Customer Representative - Remote

We are seeking a dedicated and empathetic chat support agent/representative to join our team. The ideal candidate will be responsible for providing exceptional customer support via phone, email, or live chat. As a representative, you will play a crucial role in ensuring that our customers receive the best possible experience, resolving their issues promptly and efficiently.

The online chat representative may provide technical support, resolve customer service inquiries, or offer additional forms of real-time problem-solving.

Qualifications:

• Love for customers and their experience with a product
• Analytical skills and ability to leverage data to drive decision-making
• Excellent communication and interpersonal skills
• Demonstrated ability to build and maintain strong relationships with customers and internal stakeholders
• Experience with customer support ticketing systems and CRM platforms
• Knowledge of customer support metrics and industry best practices
• Able to integrate technology-based solutions that improve the customer experience (AI, Chat, Self-serve portals)
• Able to help customers on weekends if needed

Key Responsibilities:

• They\'re responsible for answering customer questions that come in via the website(s)
• Live chat agents need to be able to provide concise information to customers. Chat is all about quick responses and accessibility so agents need to be able to answer questions effectively and efficiently.
• Customers commonly use live chat to reach out with a problem. This could be to do with a faulty product, shipping issues, service complaints all sorts. And it\'s the job of the live chat agent to fix the issue.

You might think that soft skills are less important for a web-based role than they are for other, face-to-face customer service jobs. But it\'s not enough to acrobatically answer questions in live chat.

So, another of the live chat agent responsibilities is to make the conversations they have with customers meaningful. And that requires soft skills.

• As such, another of the live chat agent responsibilities is to identify such major pain points. Then, they need to flag them to a liaison who will convey the information to other departments. In this way, live chat agents are part of developing and improving the products and services the business offers.

Complete training

Beyond cross-training on other channels, broader customer service training is another key part of a chat agent\'s job. Live chat agents commonly undergo on-the-job training. Typically, this includes technical training, policy training, soft skills training, and the like.

While the company should provide this training, it\'s the responsibility of the agent to engage with the opportunity to touch up and improve their skills.

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