Job Summary: The Email/Chat Support Representative will be responsible for assisting customers via email and live chat, addressing inquiries, resolving issues, and ensuring a smooth customer experience. This role requires strong written communication skills, problem-solving abilities, and the ability to multitask in a fast-paced environment.
Key Responsibilities:
Respond promptly and professionally to customer inquiries via email and chat.
Provide accurate information, troubleshooting guidance, and step-by-step assistance.
Handle complaints with empathy and ensure effective resolution.
Document customer interactions, feedback, and resolutions in the system.
Collaborate with internal teams to escalate complex issues when needed.
Maintain a high level of product and service knowledge.
Meet or exceed performance metrics, including response time, customer satisfaction, and resolution rate.
Qualifications:
High school diploma or equivalent; Associate or Bachelor’s degree preferred.
Previous experience in email/chat or customer support roles a plus.
Excellent written communication and grammar skills.
Strong organizational and multitasking abilities.
Ability to work independently with minimal supervision.
Tech-savvy and comfortable using CRM, ticketing systems, and online chat platforms.
Strong problem-solving and critical-thinking skills.
What We Offer:
Remote work flexibility.
Competitive compensation.
Training and career growth opportunities.
Supportive team culture.