Online Chat Support combines the responsibilities of providing real-time customer support through online chat platforms with the analytical tasks of collecting, analyzing, and interpreting customer data to identify trends and improve customer experience.
Responsibilities
Customer Support:
Respond to customer inquiries and resolve issues promptly through live chat platforms for customers across the globe
Connect with appropriate departments to provide quick resolution to customers i.e warhouse or stock control team etc.
Open and maintain customer accounts by recording account information
Provide accurate information and guidance on products and services related to orders/ recent accounts/pricing
Recommend recent products or services by collecting customer information and analyzing customer needs
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
Effectively manage multiple chats simultaneously while maintaining a high level of customer satisfaction
Handle complaints, provide appropriate resolutions within the time limits, and follow up to ensure closure
Keep records of customer interactions, process customer accounts, and file documents
Escalate complex issues to relevant teams when necessary
Reporting and Communication:
Regularly share data-driven insights with the customer service team and relevant stakeholders to inform decision-making.
Develop and present transparent and concise reports on customer feedback and trends.
Collaborate with other departments to implement improvements based on customer data analysis.
Requirements:
Proficiency in MS Office Suite (Excel, Word, PowerPoint)
Familiarity with online chat platforms and customer relationship management (CRM) systems
Should be proficient using google translator
Exposure to
📌 Associate Chat Support Sahibzada Ajit Singh Nagar
🏢 The ArtLogic
📍 Sahibzada Ajit Singh Nagar
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