Job Description
Key Responsibilities
Respond to inquiries: Promptly and professionally address customer questions, concerns, and requests through live chat.
Troubleshoot and resolve problems: Identify, analyze, and provide effective solutions for product or service issues, escalating complex problems to relevant departments when necessary.
Provide product information: Maintain expert knowledge of the company's products and services to give accurate and comprehensive information.
Manage multiple chats: Multitask effectively to handle several customer conversations simultaneously while maintaining quality and efficiency.
Document interactions: Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints in a CRM system or internal database.
Meet performance targets: Strive to achieve or exceed key performance indicators (KPIs) such as response time, customer satisfaction scores (CSAT), and resolution time.
Uphold company policies: Follow communication guidelines, procedures, and policies to ensure consistent service delivery and compliance.
Gather feedback: Collect customer feedback and report emerging trends or common pain points to help improve products, services, and overall processes.
