Chat Support Virtual Assistant

2 weeks ago

Islamabad, Islamabad, Pakistan ProvoxGlobal Full time

Direct message the job poster from ProvoxGlobal

Human Resources Manager at Provox global | Recruitment Specialist | Culture Specialist | Performance Evaluation Expert | Operational Expert

We are looking for a Chat Support Virtual Assistant to join our property management team. The ideal candidate will be responsible for providing real-time assistance to tenants, property owners, and other stakeholders through live chat and email. You will play a critical role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing accurate information about properties, leases, maintenance, and other services.

Key Responsibilities

Live Chat Support:

  • Provide real-time assistance to tenants, property owners, and other stakeholders via live chat on the website or other platforms.
  • Respond to inquiries about property listings, lease agreements, rent payments, maintenance requests, and other property-related issues.

Email Support:

  • Respond to emails from tenants, property owners, and other stakeholders in a timely and professional manner.
  • Address concerns, provide property-related information, and resolve issues effectively.

Customer Issue Resolution:

  • Assist with issues such as rent payment questions, maintenance requests, lease renewals, and move-in/move-out processes.
  • Escalate complex issues to the appropriate team.
  • Follow up with customers to ensure their issues are resolved satisfactorily.
  • Maintain detailed records of customer interactions and resolutions in the CRM system.

Property and Lease Knowledge:

  • Stay updated on property listings, lease agreements, and company's policies to provide accurate information to customers.
  • Assist tenants and property owners with property-related inquiries, such as availability, pricing, and amenities.

Performance Metrics:

  • Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
  • Continuously improve chat and email support processes to enhance customer experience.
  • Work closely with property managers, maintenance teams, and other support staff to resolve customer issues efficiently.
  • Provide feedback to improve customer support tools and processes.

Education and Experience

  • Bachelor's degree or equivalent
  • 1–3 years of experience in customer support, chat support, or a similar role.
  • Experience in property management or real estate is preferred but not required.
  • Familiarity with live chat and email support tools is a plus.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Administrative
  • Outsourcing and Offshoring Consulting
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