Live Chat Support Agent

Overview:

The Live Chat Support Agent is a crucial role within our organization, responsible for providing real-time assistance and solutions to our customers through the live chat platform. This role is instrumental in ensuring high levels of customer satisfaction and retention by delivering timely and accurate support...

Key Responsibilities:

Engage with customers via live chat to address inquiries, provide product information, and resolve issues.

Deliver exceptional customer service, striving to exceed customer expectations in every interaction.

Utilize resources and technology to accurately and efficiently respond to customer inquiries.

Identify and escalate priority issues, ensuring swift resolution and customer satisfaction.

Collaborate with cross-functional teams to resolve complex customer issues.

Document and maintain records of customer interactions and transactions.

Adhere to company policies and procedures while maintaining professionalism and a customer-centric approach.

Proactively identify opportunities to improve customer experience and provide feedback to the relevant teams.

Stay updated on product knowledge, company policies, and industry trends to effectively assist customers.

Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.

Required Qualifications:

High school diploma or equivalent; additional education or certification is a plus.

Prior experience in customer service, preferably within a live chat or online support role.

Excellent written and verbal communication skills.

Strong problem-solving abilities and the capacity to think on your feet.

Ability to multitask and prioritize in a fast-paced environment.

Proficiency in using live chat software and other customer support tools.

Demonstrated ability to remain calm and composed under pressure.

Detail-oriented with strong organizational and time management skills.

Empathy and patience in dealing with a diverse customer base.

Technical aptitude and ability to troubleshoot basic technical issues.

Ability to work flexible hours, including evenings, weekends, and holidays.

Remote

About the Company:
AIEP Professional Institute

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