- Customer Support: Answer customer questions, troubleshoot product or service issues, and provide step-by-step guidance in real time.
- Multitasking: Manage multiple active chat sessions simultaneously while maintaining quick response times and high accuracy.
- Documentation: Log interaction details, customer queries, and resolution steps accurately inside a CRM or ticketing system.
- Escalations: Route complex technical or policy complaints to senior teams or floor supervisors when necessary.
- Quality & Targets: Meet daily Key Performance Indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT) scores, and quality assurance benchmarks. [1, 2, 3, 4]