Remote Virtual Chat Assistant

Job Title: Remote Virtual Chat Assistant (Microsoft)

Job Type: Full-time/Part-time
Location: Remote
Reports to: Customer Support Manager

Job Overview:

We are seeking a dedicated and tech-savvy Remote Virtual Chat Assistant with strong proficiency in Microsoft Office tools to provide real-time support to customers through live chat. The successful candidate will be responsible for addressing customer inquiries, resolving issues, and providing helpful guidance efficiently through online chat platforms. This role requires excellent written communication skills, multitasking abilities, and familiarity with Microsoft applications.

Key Responsibilities:

• Chat Support: Engage with customers via live chat to answer questions, resolve issues, and provide product or service information.
• Customer Assistance: Provide accurate and timely responses to inquiries related to product features, billing, technical support, and more.
• Issue Escalation: Escalate complex issues to appropriate departments while ensuring that customers are informed and updated.
• Multitasking: Handle multiple chat sessions simultaneously, ensuring high levels of responsiveness and customer satisfaction.
• Knowledge Management: Maintain up-to-date knowledge of company products, services, and policies to provide accurate responses to customer questions.
• Documentation: Use Microsoft Word and Excel to document customer interactions, track common issues, and generate reports for management review.
• Problem Solving: Resolve customer complaints by determining the root cause and working towards a timely solution, ensuring customer satisfaction.
• Team Collaboration: Work closely with the customer service and technical support teams to share information and continuously improve the chat support process.
• Confidentiality: Safeguard customer and company information in compliance with data privacy and security standards.

Qualifications:

• Education: High school diploma or equivalent (Associates or Bachelors degree is a plus).
• Experience: Previous experience in customer service, live chat support, or virtual assistant roles is preferred.
• Skills:
  • Proficiency in Microsoft Office Suite, especially Excel, Word, and Outlook.
  • Strong written communication skills with excellent grammar and typing speed.
  • Ability to multitask and manage multiple chat conversations simultaneously.
  • Problem-solving skills with the ability to think quickly and provide practical solutions.
  • Strong attention to detail and the ability to work independently.
  • A customer-centric attitude and a desire to help people.

Technical Requirements:

• Reliable high-speed internet connection.
• Familiarity with live chat software and customer service tools.
• Personal computer with up-to-date Microsoft Office software.
• Ability to use remote work tools such as Microsoft Teams or Zoom.

Working Hours:

Flexible working hours, with the ability to accommodate different time zones. Evening and weekend shifts may be required based on customer demand.

Compensation:

Competitive salary based on experience, with potential for performance-based bonuses. Benefits may include remote work flexibility, professional development opportunities, and growth within the company.