Overview
The Email/Chat Support role is a vital position within our organization, as it directly impacts our customer satisfaction and retention. As a remote position, this role plays a crucial part in providing effective support and assistance to our customers through email and chat, ensuring that their inquiries and issues are resolved promptly and with the highest level of professionalism.
Key Responsibilities
• Respond to customer inquiries and issues via email and chat in a timely and accurate manner.
• Provide excellent customer service and ensure customer satisfaction with every interaction.
• Understand and effectively communicate product information to customers.
• Resolve customer complaints and issues with patience and empathy.
• Identify and escalate priority issues to the appropriate team members.
• Update customer records with accurate information regarding interactions.
• Follow communication procedures, guidelines, and policies.
• Collaborate with team members to… improve customer support processes and procedures.
• Stay updated on product knowledge and company policies.
• Adhere to productivity and quality standards.
• Manage and prioritize multiple customer inquiries simultaneously.
• Proactively identify ways to improve the customer experience.
• Contribute to a positive team environment.
• Assist with other projects and tasks as needed.
Required Qualifications
• High school diploma or equivalent; additional education or certification is a plus.
• Prior experience in customer service, support, or a related role.
• Excellent written and verbal communication skills.
• Strong typing and computer skills.
• Ability to effectively multi-task in a fast-paced environment.
• Empathy and the ability to handle challenging customer interactions with professionalism.
• Attention to detail and the ability to accurately document customer interactions.
• Problem-solving skills and the ability to think critically under pressure.
• Ability to work independently and as part of a remote team.
• Flexibility to work non-traditional hours if required.
• Experience with CRM software and knowledge base tools is a plus.
• Strong time management and organizational skills.
• Positive and team-oriented attitude.
• Ability to adapt to changes and embrace continuous improvement.
• Fluency in additional languages is a plus.
Skills: communication,customer service,time management,email,chat,customer satisfaction,customer
