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.