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Job Description
- Respond correctly to customer inquiries via live chat programs (email, messenger, webchat...)
- Strive to meet defined metrics for productivity, quality, and customer experience.
- Demonstrate chat taking proficiency (direct questioning to understand issues timely / clarity in response to provide understanding etc), other "soft" skills necessary to handle chats and emails.
- Ensure a customer friendly, service oriented attitude.
- Take on the responsibility of answering and moving conversations as needed to an alternative channel for resolution.
- Ensures reports and chat responses are accurate and completed in a timely manner.
- Reports to assigned team meetings and/or training sessions as needed.
Job Requirements
- Knowledge of Customer Service terminologies .
- Ability to multi task and handle a team.
- knowledge of the CRM program and ability to deal with it.
- Good presentation skills.
- Proven Leadership qualifications.
- Good at planning ahead
- Decision-making abilities
- Remaining calm under pressure
- IT and Time management skills
