- Customer Interaction: Handle inbound and outbound customer inquiries through live chat/Email and Calls in a professional and timely manner.
- Problem Resolution: Identify and resolve customer issues effectively, ensuring high levels of customer satisfaction.
- Multitasking: Manage multiple chat conversations simultaneously, maintaining speed and accuracy.
- Documentation: Maintain accurate and detailed records of customer interactions in the CRM system.
- Product Knowledge: Stay updated on product and service information to provide accurate assistance.
- Escalation: Escalate complex issues to higher support levels when necessary.
- Collaboration: Work with internal teams and other support levels to improve processes and resolve issues.
- Required Skills & Qualifications
- Communication: Excellent written and verbal English communication skills are mandatory.
- Technical Proficiency: Experience with live chat software, CRM systems,
and basic computer skills is required.
- Typing Skills: A high typing speed and accuracy are necessary for non-voice chat roles.
- Soft Skills: Problem-solving, multitasking, and effective time management skills are essential.
- Education: A high school diploma (HSC) is typically the minimum, with graduates and undergraduates also eligible.
- Experience: Previous experience in customer service or an international chat process is often preferred.
- Adaptability: Willingness to work in a rapid-paced environment and in rotational night shifts is often required.