Description:
We are seeking a dedicated and enthusiastic Online Chat Operator to join our customer support team.
In this role, you will be the first point of contact for our customers, providing them with timely assistance through our online chat platform.
You will be responsible for addressing inquiries, resolving issues, and ensuring a positive customer experience.
Key Responsibilities:
*Customer Interaction:
- Respond promptly to customer inquiries via live chat, ensuring a friendly and professional tone.
- Utilize active listening skills to understand customer needs and provide relevant information or solutions.
*Issue Resolution:
- Troubleshoot and resolve customer issues efficiently by utilizing available resources and tools.
- Escalate complex issues to the appropriate departments when necessary, ensuring customers are kept informed throughout the process.
*Knowledge Base Management:
- Maintain an up-to-date understanding of our products, services, and company policies to provide accurate information to customers.
Contribute to the development of FAQs and support documentation based on common customer queries.
*Customer Feedback:
- Gather and document customer feedback to identify trends and areas for improvement.
- Collaborate with the team to implement changes that enhance the customer experience.
*Reporting:
- Track and report key metrics related to customer interactions, such as response times, customer satisfaction scores, and resolution rates.
Qualifications:
- High school diploma or equivalent; additional education or certifications in customer service is a plus.
- Proven experience in a customer service role, preferably in an online or chat support environment.
- Excellent written communication skills with the ability to convey information clearly and concisely.
- Strong problem-solving skills and the ability to think critically under pressure.
- Proficient in using chat software, CRM tools, and basic computer applications.
- Ability to work independently and manage time efficiently
What We Offer:
- Comprehensive training and ongoing support
- A collaborative and positive work environment
How to Apply:
If you are passionate about providing exceptional customer service and have the skills to thrive in a fast-paced online environment, we want to hear from you!
Please send your resume and a brief cover letter outlining your relevant experience and why you would be a great fit for this role to applications@brandability.co.za