Job DescriptionJob Description
We are hiring for our client - LeadGen Media Group.Overview:The Online Chat Service (Customer Service Representative) plays a crucial role in providing excellent customer service and support through online chat platforms. They are responsible for addressing customer inquiries, resolving issues, and providing product information in a timely and professional manner.Key Responsibilities:
- Responding to customer inquiries and resolving issues via online chat
- Providing accurate product information and assistance to customers
- Offering support and guidance to customers navigating the company's website or online platforms
- Ensuring customer satisfaction through effective communication and problem-solving
- Identifying and escalating priority issues to the appropriate channels
- Documenting customer interactions and feedback
- Adhering to company policies and procedures
- Collaborating with team members to improve overall customer experience
- Maintaining a positive and professional attitude in all customer interactions
- Adapting to changes in products, services, and policies to provide accurate information
- Meeting established goals for chat volume, customer satisfaction, and resolution time
- Utilizing various software and tools to efficiently assist customers
- Keeping abreast of product updates and modifications
- Engaging in continuous training and development to enhance skills
- Contributing to a positive and collaborative team environment
Required Qualifications:
- High school diploma or equivalent
- Proven experience in customer service or a related field
- Excellent written and verbal communication skills
- Strong typing and multitasking abilities
- Ability to remain calm and professional in high-pressure situations
- Problem-solving and conflict resolution skills
- Proficiency in using chat software and online platforms
- Tech-savvy with the ability to navigate online tools and resources
- Empathetic and attentive to customer needs
- Adaptability to various communication styles and customer personalities
- Ability to work collaboratively in a team environment
- Strong attention to detail and accuracy
- Flexibility to work various shifts, including weekends and holidays
- Understanding of customer satisfaction principles and practices
- Knowledge of company products, services, and policies