We are in search of a responsive and customer-oriented Live Chat Agent / Email Chat Support Specialist to join our online support team. The role entails offering real-time support via live chat and email, addressing customer inquiries, and ensuring a smooth and positive experience for our users.

Key Responsibilities:

• Respond to customer inquiries and issues via live chat and email promptly and professionally. Provide clear and accurate information to resolve questions and problems.
• Diagnose and resolve technical or service-related issues efficiently, escalating complex issues to appropriate departments when necessary.
• Maintain a high standard of written communication, ensuring that responses are clear, concise, and professional.
• Accurately record customer interactions and transactions, including details of inquiries, actions taken, and resolutions, in the customer support system.
• Develop a thorough understanding of our products and services to provide informed support and guidance to customers.
• Enhance the overall customer experience by providing timely, empathetic, and effective support. Strive to exceed customer expectations and improve satisfaction.
• Gather and report customer feedback, identifying common issues or areas for improvement. Contribute to ongoing improvements in support processes and customer service quality.
• Meet or exceed key performance indicators (KPIs) related to response time, resolution rate, and customer satisfaction. Regularly review performance data to identify areas for improvement.
• Work closely with other team members and departments to ensure cohesive support and address any recurring issues. Share insights and best practices to enhance team performance.
• Participate in training sessions and workshops to stay updated on new products, services, and support techniques. Continuously develop skills to improve support effectiveness.

Qualifications:

• Bachelor's Degree in English or additional training or certification in customer service is advantageous.
• Previous experience in a customer service or support role, preferably with live chat or email support experience.
• Excellent written communication skills with a strong attention to detail.
• Strong problem-solving abilities and the ability to handle multiple tasks simultaneously.
• Proficiency in using customer support software, live chat tools, and email platforms.
• Positive attitude, empathy, and a commitment to providing outstanding customer service.
• Flexibility to work various shifts, including evenings and weekends if required.