Chat Support Agent

4 weeks ago

Lahore, Punjab, Pakistan SHJ International Full time

A bachelor's degree in administration or a related field. Preference shall be given to candidates with O-Levels and A-Levels backgrounds.

The Chat Support Agent is responsible for delivering exceptional customer service through live chat interactions. This role involves resolving customer inquiries, troubleshooting issues, and providing information about products or services in a prompt and professional manner. The ideal candidate will possess strong communication skills and the ability to handle multiple chat conversations simultaneously while maintaining a high level of customer satisfaction.

Key Responsibilities:
  1. Engage with customers via live chat to address inquiries, provide information, and resolve issues efficiently. Maintain a positive, empathetic, and professional attitude toward customers at all times.
  2. Diagnose and troubleshoot customer issues related to products, services, or accounts through chat-based support.
  3. Provide accurate and timely solutions or escalate issues to the appropriate department when necessary.
  4. Update customer information and track support tickets to ensure follow-up and resolution.
  5. Stay informed about product updates, new features, and industry trends.
  6. Offer guidance and advice to customers on how to use products or services effectively.
  7. Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.
  8. Work closely with other support team members to share knowledge and best practices.
  9. Collaborate with supervisors and managers to address systemic issues or trends identified through chat interactions.
  10. Ensure all customer interactions adhere to company standards for quality and professionalism.
  11. Contribute to the continuous improvement of chat support processes and procedures.
Job Specification

Qualifications & Requirements

  1. Excellent interpersonal and written and oral communication skills.
  2. Minimum typing speed of 45 WPM with 90% accuracy and a minimum of 50% accuracy in English comprehension.
  3. A minimum of 6 months to 1 year of experience in customer services, international call centers, and chat units.
  4. Handling US customers via Live chat is a Plus.
  5. Must be a team player.
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