Live Chat Agent
2 months ago
$18.75–$24.3 hourly
Full-time
Bedford-Stuyvesant, Brooklyn
As a Live Chat Agent, you will be responsible for providing exceptional customer service through live chat platforms. You will address customer inquiries, resolve issues, and offer support in a timely and efficient manner, ensuring a positive experience for each customer. Key Responsibilities:
Customer Interaction: Respond to customer inquiries via live chat promptly and professionally.
Provide accurate information about products, services, and policies.
Resolve customer issues, complaints, and questions to ensure satisfaction. Problem-Solving: Identify and troubleshoot customer problems, offering solutions or escalating issues as needed.
Follow up with customers to ensure resolution and satisfaction. Documentation: Record and maintain detailed notes of customer interactions and transactions in the CRM system.
Update customer records and ensure all information is accurate and current. Performance Metrics: Meet or exceed performance goals related to response time, customer satisfaction, and issue resolution.
Monitor and report on chat performance and customer feedback. Team Collaboration: Collaborate with other team members and departments to resolve complex issues.
Participate in team meetings and training sessions to stay updated on product knowledge and customer service best practices. Continuous Improvement: Provide feedback on common customer issues and suggest improvements to processes or products.
Stay informed about updates to products, services, and company policies.
Qualifications: Education: High school diploma or equivalent; additional qualifications in customer service or related fields are a plus.
Experience: Previous experience in customer service or a similar role is preferred but not required.
Familiarity with live chat platforms and CRM systems is advantageous. Skills: Excellent written communication skills with the ability to convey information clearly and professionally.
Strong problem-solving skills and attention to detail.
Ability to multitask and manage time effectively in a fast-paced environment.
Proficiency in typing and computer use. Attributes: Patience and empathy when dealing with customers.
Strong interpersonal skills and the ability to work well both independently and as part of a team.
A positive attitude and a commitment to providing high-quality customer service. Working Conditions:
Schedule: May require flexible hours, including evenings, weekends, or holidays depending on business needs.
Environment: [Office/Remote] environment with a need for a quiet workspace if working remotely.
