Chat Process Mail Process WFH

Overview:

Key Responsibilities:

• Respond to customer inquiries through chat and email in a timely and professional manner.
• Provide accurate information and support to customers regarding products or services.
• Identify and escalate priority issues to the appropriate channels for resolution.
• Maintain detailed and accurate records of customer interactions and transactions.
• Adhere to company policies and procedures while ensuring a high quality of service.
• Work collaboratively with team members to achieve customer support goals.
• Strive to meet or exceed key performance indicators and service level agreements.
• Utilize knowledge base and resources to effectively resolve customer inquiries.
• Offer proactive solutions and product suggestions to enhance the customer experience.
• Stay updated on product knowledge to provide accurate information to customers.
• Handle irate or difficult customers with professionalism and empathy.
• Assist in training and mentoring new team members as needed.
• Participate in ongoing learning and development opportunities to enhance skills.
• Adapt to changing business needs and embrace new technologies and processes.

Required Qualifications:

• High school diploma or equivalent; associates or bachelors degree is a plus.
• Prior experience in customer service chat support or email support roles.
• Excellent written communication skills with a strong command of grammar and spelling.
• Ability to multitask and manage time effectively in a fastpaced environment.
• Proficiency in using email systems chat platforms and relevant software applications.
• Strong problemsolving and decisionmaking abilities with attention to detail.
• Ability to remain calm and professional under pressure or when dealing with difficult situations.
• Customeroriented mindset with a focus on delivering exceptional service.
• Good understanding of customer satisfaction metrics and performance evaluation.
• Ability to work independently while also being a productive team player.
• Flexibility to work variable shifts including weekends and holidays as needed.
• Familiarity with CRM systems and help desk software is a plus.
• Adaptability to remote work and willingness to adhere to company WFH policies.

communication,customer service,adaptability