Hybrid Remote Live Chat Support Remote Live Chat Support
Ho’Brah · Perth, Western Australia, Australia (Remote) · nan, · Hybrid
About the job
We are looking for a motivated and customer-oriented Live Chat Support professional to join our customer service team. The Live Chat Support role involves providing real-time assistance to customers through our online chat platform. The ideal candidate will have excellent communication skills, a strong customer service background, and the ability to solve problems efficiently.
Key Responsibilities
Customer Assistance:
Respond to customer inquiries and issues through live chat promptly and professionally.
Provide information about products, services, order status, and technical support.
Problem Solving
Diagnose and troubleshoot customer issues, providing clear and effective solutions.
Escalate more complex problems to the appropriate department or higher-level support.
Record Keeping
Accurately document customer interactions and resolutions in the customer relationship management (CRM) system.
Maintain comprehensive logs of chat sessions for reference and reporting purposes.
Product Knowledge
Stay updated on product features, company policies, and procedures to provide accurate information.
Educate customers on product usage and benefits to enhance their experience.
Multitasking
Manage multiple customer chats simultaneously while maintaining high-quality service.
Prioritize and balance tasks effectively during peak times.
Feedback Collection
Gather customer feedback during interactions and report it to the team for continuous improvement.
Suggest process improvements based on customer insights and feedback.
Team Collaboration
Work closely with other support team members to ensure a consistent and seamless customer service experience.
Participate in team meetings, training sessions, and professional development opportunities.
Adhering To Policies
Follow company guidelines and protocols during all customer interactions.
Ensure that all communications are aligned with the company’s brand voice and standards.
Confidentiality
Handle customer information with the highest level of confidentiality and integrity.
Adhere to data protection regulations and company policies regarding customer data.
Qualifications
High school diploma or equivalent; additional education in customer service or related fields is a plus.
Previous experience in customer support, particularly in a live chat environment, is preferred.
Strong written communication skills with attention to grammar and spelling.
Ability to type quickly and accurately while handling multiple tasks.
Key Responsibilities
Customer Assistance:
Respond to customer inquiries and issues through live chat promptly and professionally.
Provide information about products, services, order status, and technical support.
Problem Solving
Diagnose and troubleshoot customer issues, providing clear and effective solutions.
Escalate more complex problems to the appropriate department or higher-level support.
Record Keeping
Accurately document customer interactions and resolutions in the customer relationship management (CRM) system.
Maintain comprehensive logs of chat sessions for reference and reporting purposes.
Product Knowledge
Stay updated on product features, company policies, and procedures to provide accurate information.
Educate customers on product usage and benefits to enhance their experience.
Multitasking
Manage multiple customer chats simultaneously while maintaining high-quality service.
Prioritize and balance tasks effectively during peak times.
Feedback Collection
Gather customer feedback during interactions and report it to the team for continuous improvement.
Suggest process improvements based on customer insights and feedback.
Team Collaboration
Work closely with other support team members to ensure a consistent and seamless customer service experience.
Participate in team meetings, training sessions, and professional development opportunities.
Adhering To Policies
Follow company guidelines and protocols during all customer interactions.
Ensure that all communications are aligned with the company’s brand voice and standards.
Confidentiality
Handle customer information with the highest level of confidentiality and integrity.
Adhere to data protection regulations and company policies regarding customer data.
Qualifications
High school diploma or equivalent; additional education in customer service or related fields is a plus.
Previous experience in customer support, particularly in a live chat environment, is preferred.
Strong written communication skills with attention to grammar and spelling.
Ability to type quickly and accurately while handling multiple tasks.
