Chat Support Associate

Key Responsibilities

Respond to inquiries : Promptly and professionally address customer questions, concerns, and requests through live chat.

Troubleshoot and resolve problems : Identify, analyze, and provide effective solutions for product or service issues, escalating complex problems to relevant departments when necessary.

Provide product information : Maintain expert knowledge of the company's products and services to give accurate and comprehensive information.

Manage multiple chats : Multitask effectively to handle several customer conversations simultaneously while maintaining quality and efficiency.

Document interactions : Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints in a CRM system or internal database.

Meet performance targets : Strive to achieve or exceed key performance indicators (KPIs) such as response time, customer satisfaction scores (CSAT), and resolution time.

Uphold company policies : Follow communication guidelines, procedures, and policies to ensure consistent service delivery and compliance.

Gather feedback : Collect customer feedback and report emerging trends or common pain points to help improve products, services, and overall processes.