Position Overview

The Chat and Email Support Representative provides prompt, accurate, and friendly assistance to customers through online chat and email. This role ensures a seamless customer experience by resolving inquiries, troubleshooting issues, and maintaining clear communication while adhering to company policies and service standards.

Key Responsibilities

• Respond to customer inquiries via chat and email in a timely and professional manner.

• Provide accurate information regarding products, services, orders, and policies.

• Troubleshoot and resolve customer issues efficiently, escalating complex cases when necessary.

• Maintain detailed records of customer interactions and actions taken in the CRM system.

• Ensure consistent and high-quality communication, representing the company professionally.

• Follow up with customers to confirm resolution and satisfaction.

• Meet key performance metrics such as response time, resolution rate, and customer satisfaction scores.

• Stay updated on company products, promotions, and policies to provide accurate information.

Required Skills and Qualifications

• Excellent written communication and typing skills.

• Strong problem-solving and multitasking abilities.

• Customer-focused attitude with patience and professionalism.

• Familiarity with chat support software (e.g., Zendesk, Intercom, LiveChat) and email management tools.

• Ability to work independently and manage time effectively.

• High school diploma or equivalent (Associate or Bachelor’s degree preferred).

Preferred Qualifications

• Previous experience in customer support or virtual assistant roles.

• Experience with CRM systems and online support platforms.

• Bilingual or multilingual abilities are a plus.

• Ability to work flexible shifts, including evenings or weekends if required.

Work Environment

• Remote or office-based, depending on company policy.

• Collaborative, fast-paced, and supportive team environment.

• Requires reliable internet connection and a distraction-free workspace for remote roles.

Compensation

• Competitive hourly rate or salary based on experience.

• Performance-based bonuses and career growth opportunities available.