We have a need for someone who has experience supporting using the website chat system on their website. Most of the inquiries are from prospects who have come to the site as a result of marketing and advertising activities.
You need to have very good computer and typing skills and understand the value of research to discover as much information as possible about the business you're working for so you know where to refer website visitors for the information they want.
There may be times when you have multiple chat windows open so you need to be able to multi-task and good customer service skills to ensure that every person is looked after politely and professionally.
Job Responsibilities
* Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
* Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
* Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
* Provide customers with status reports on shipments, and help to package and ship products as needed.
* Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrolment.
* Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
* Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
* Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.
Job Skills & Qualifications Required
* High school certificate or equivalent
* Ability to comfortably sit for long periods of time
* Attention to details
* Good Computer and Typing Skills
* Comfortable desk and good Internet connection
* Strong interpersonal skills
Preferred
* Ability to resolve conflict and de-escalate tense situations
* Previous customer service experience
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