Online Chat Representative (Remote) - Noelle : Job Details

• Respond promptly to customer inquiries via live chat with professionalism and accuracy.
• Provide information about products, services, pricing, and company policies.
• Assist customers with troubleshooting and resolving product or service-related issues.

• Help customers place, modify, track, or cancel orders.
• Process refunds, returns, and exchanges in accordance with company policies.
• Update and maintain accurate customer account records.

• Identify and address customer concerns efficiently, ensuring timely resolutions.
• Escalate unresolved or complex issues to supervisors or other departments as necessary.

• Maintain accurate logs of chat interactions and customer inquiries in the CRM system.
• Provide feedback on common customer concerns to help improve service processes.

• Meet or exceed key performance metrics, such as response time and customer satisfaction.
• Follow communication guidelines and maintain a friendly, professional tone in all interactions.

• Stay up-to-date with company products, services, promotions, and policies.
• Participate in training sessions to improve customer service skills.

Qualifications:

• Education: High school diploma or equivalent (Associate or Bachelor's degree preferred).
• Experience: Previous customer service or online chat support experience preferred.
• Skills:
  • Exceptional written communication skills with strong attention to grammar and clarity.
  • Fast and accurate typing skills (minimum 40 words per minute).
  • Ability to multitask and manage multiple chat conversations simultaneously.
  • Proficiency in CRM software and live chat tools.
  • Strong problem-solving and critical-thinking abilities.
• Attributes:
  • Customer-focused with a positive attitude and patience.
  • Detail-oriented and highly responsive.
  • Ability to remain calm under pressure in a fast-paced environment.

  Working Conditions:

  • Fully remote
  • Extensive use of computers and online chat software.
  • May require flexible hours, including evenings, weekends, or holidays.