SUMMARY:
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POSITION INFO:
As a Call Centre Agent, you will play a critical role in ensuring our customers receive prompt and efficient assistance through online chat and messaging platforms. Your primary goal will be to provide excellent customer service and resolve customer inquiries and issues in real-time.
Duties and Responsibilities
- Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, and offering assistance.
- Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
- Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
- Maintain a high level of professionalism and customer service etiquette in all interactions.
- Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
- Meet or exceed performance targets, including response time, customer satisfaction scores, and chat volume goals.
- Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
- Collaborate with team members and other departments to ensure consistent and effective customer support.
Requirements and Qualifications
- High school diploma or equivalent; college degree preferred.
- Webchat/ Webtracker experience
- Excellent written communication skills with a strong command of grammar and spelling.
- Previous customer service or chat support experience.
- Strong problem-solving skills and the ability to think quickly and logically.
- Proficiency in using computers and familiarity with chat and messaging platforms.
- Ability to multitask effectively and handle multiple chat conversations simultaneously.
- Empathy, patience, and a customer-focused attitude.
- Touch typing at 70 words per minute.
- Willingness to work flexible hours
- Team player with strong interpersonal skills.
- Ability to adapt to changing processes and technologies.
- Working hours - Monday to Friday 9am - 6pm.
Please consider your application unsuccessful if you have not received a response within two weeks of applying
