Answering Customer Queries: Live chat agents are there to support online customers by promptly answering their questions that come in via the website(s) they manage1.
Proactive Engagement: Engage in real-time, comprehensive interactions with customers, ensuring they receive the best experience possible.
Problem Resolution: Help isolate and resolve customer issues or problems that arise during chat interactions.
Product and Service Inquiries: Respond to inquiries about products or services, providing accurate information and guidance.
Order Status Updates: Keep customers informed about the status of their orders or any account-related information.
Explaining Policies and Procedures: Clarify company policies, procedures, and guidelines to customers.
Knowledge Base Curation: Contribute to building and maintaining a knowledge base by documenting common queries and solutions.
Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell relevant products or services to customers.
Data Analysis: Analyze and report product malfunctions or issues by testing different scenarios or impersonating users.
Quality Assurance: Ensure that chat interactions meet quality standards and adhere to company guidelines.
Multitasking: Handle multiple chat sessions simultaneously while maintaining accuracy and efficiency.
Empathy and Patience: Exhibit empathy and patience when dealing with customer concerns or complaints.
Adaptability: Adapt to different customer personalities and communication styles.
Continuous Learning: Stay updated on product knowledge, industry trends, and best practices.
Collaboration: Coordinate with other team members and supervisors to resolve complex issues.
Qualifications:
Bachelor's Degree in Business , Marketing , Communications and any related Field.
Excellent English & communication skills both verbal & written.
Flexibility in working both morning & night shifts (Shift rotation will be applied).
Ability to work under pressure, meet deadlines, and work on all national holidays.
