Customer Service Representative (Chat)
Essential Job Functions
· Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery, to quickly provide complete solutions
· Delivers at high performance level of response and resolution time, first-contact-resolution and customer satisfaction
· Provide support via email and chat
· Ability to work in a high volume, fast paced environment
· Ability to work within a team as well as independently
· Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions
· Escalates issues to the appropriate departments for higher levels of support
· May be required to work in one or multiple work queues/skill sets over various customer contact channels and tools, according to the business needs
Qualifications-
· Minimum 6 months experience as Contact Center Customer Service handling email and/or chat support
· Excellent English oral and written communication skills
· Ability to work in a dynamic and challenging environment
· Team player
· Excellent multi-tasking skills
· Amenable to working on shifting schedules
· Willing to work onsite
· Fast learning curve with new technologies, products, processes
· Ability to convey a positive and professional image to customers and employees
· Maintains composure in high pressure situations
· Capable of following an issue through to its conclusion