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Job Description
- Answering Customer Queries: Live chat agents are there to support online customers by promptly answering their questions that come in via the website(s) they manage1.
- Proactive Engagement: Engage in real-time, comprehensive interactions with customers, ensuring they receive the best experience possible.
- Problem Resolution: Help isolate and resolve customer issues or problems that arise during chat interactions.
- Product and Service Inquiries: Respond to inquiries about products or services, providing accurate information and guidance.
- Order Status Updates: Keep customers informed about the status of their orders or any account-related information.
- Explaining Policies and Procedures: Clarify company policies, procedures, and guidelines to customers.
- Knowledge Base Curation: Contribute to building and maintaining a knowledge base by documenting common queries and solutions.
- Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell relevant products or services to customers.
- Data Analysis: Analyze and report product malfunctions or issues by testing different scenarios or impersonating users.
- Quality Assurance: Ensure that chat interactions meet quality standards and adhere to company guidelines.
- Multitasking: Handle multiple chat sessions simultaneously while maintaining accuracy and efficiency.
- Empathy and Patience: Exhibit empathy and patience when dealing with customer concerns or complaints.
- Adaptability: Adapt to different customer personalities and communication styles.
- Continuous Learning: Stay updated on product knowledge, industry trends, and best practices.
- Collaboration: Coordinate with other team members and supervisors to resolve complex issues.
Employment Type
Full Time
Department / Functional Area
Marketing / Brand Management / Marketing Research / Digital Marketing
