Web Chat Analyst

Web Chat Analyst Job in Pakistan
Eminent4U , Pakistan

Experience
< 1 Year
Salary
20,000 - 25,000 PKR
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
Bachelors or Intermediate
Total Vacancies
1 Job
Posted on
Aug 23, 2017
Last Date
Sep 23, 2017
Location(s)

Job Description

POSITION SUMMARY: Provide exemplary online chat service support to our potential customers, to ensure all there queries are answered in timely and seamless manner. The live chat agent will handle inbound chats and emails focused on answering both sales and customer service questions. The Live Chat agent will handle concurrent chat sessions to assist with answering general questions in order to improve customer satisfaction and increase conversion.

ESSENTIAL FUNCTIONS:

  • Perform repetitive duties daily involving the operation of dealing with web chat enquires and arranging follow ups with a focus on communication through the written word.
  • Multi-task; handle multiple chats at a time and seek multiple pieces of information in order to make sure higher conversations.
  • Address customer needs from the initial enquiry to the final signup or follow up
  • Capture and input information from customer to generate interest and potential leads from that chat session
  • Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved.
  • Maintain a five-second chat response time.
  • Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards.
  • Active comprehension skills to provide accurate responses to assist in streamlining the web experience for our customers
  • Receive critiques and instruction and incorporate feedback to improve performance.
  • Offer assistance to others when needed, acting responsibly in daily activities.
  • Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on the Brand or Customer Experience
  • Communicate directly with Closers and other teams to ensure a seamless follow upon that lead.
  • Communicate and follow up on website contacts in timely manner.
  • Ability to interpret and navigate software with full understanding and the ability to explain all billing related questions.
  • Perform other duties and responsibilities as assigned.
  • Ability to work overtime when requested to support the business need.
  • Regular attendance and punctuality required
  • Looking after all Inboxes and writing emails to customers
  • Doing all admin work related to WEB and processing customer information in to the system

SUPERVISION RECEIVED/EXERCISED: Perform duties under general direction of the Supervisor. Ability to work independently with minimal supervision / especially in evening shifts

COMPETENCIES:

  • Analytical - Collects and researches data.
  • Design - Demonstrates attention to detail.
  • Lead Generation : Generate interest in customers by giving convincing answers
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and Analyses information skilfully.
  • Customer Service - Manages difficult or emotional customer situations.
  • Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality.
  • Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Writes clearly and informatively; edits work for spelling and grammar; Able to read and interpret written information.
  • Business Acumen - Demonstrates knowledge of market and competition.
  • Ethics - Treats people with respect; Works with integrity and ethically.
  • Attendance/Punctuality - Is consistently at work and on time.
  • Dependability - Follows instructions, responds to management direction.
  • Quality - Demonstrates accuracy and thoroughness.
  • Quantity - Meets productivity standards.

Job Specification

Language Skills

  • General knowledge of basic math skills, ability to calculate percentages
  • Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers
  • Content Writing experience is preferred. Excellent command of the English language, good use of grammar skills, bilingual skills a plus
  • Ability to use a calculator

PC Skills

  • Ability to skilfully access and navigate the Internet to obtain source information, etc
  • MUST be experienced surfing the Internet, navigating web pages
  • Familiar with social network sites like Facebook and Twitter
  • Must be experienced with instant messaging
  • Type minimum 55 wpm with 90% accuracy

Physical Abilities

  • Ability to sit at a desk and use a computer for up to 8 hours a day; ability to use hands and fingers to type on a keyboard and use a mouse to navigate. Vision sufficient to view small details on a monitor
  • Ability to hear and to verbally communicate using a telephone handset and/or connected headset device

Other

  • Must pass Skill Assessment Tests for Typing, Grammar, Spelling and Multi-Tasking
  • Possess multi-tasking, planning, organization and analytical skills
  • Ability to complete the job/assignment in a timely manner
  • Ability to maintain strict confidentiality
  • Ability to work independently as well as within a team environment
  • Possess company product, process and procedure knowledge
  • Possess negotiation skills
  • Ability to build rapport quickly
  • Possess good follow-up skills
  • Ability to up-sell and cross-sell
  • Ability to demonstrate empathy with customers as situations arise

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Eminent4U

Outsourcing/Offshoring - Karachi, Pakistan
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