Chat Support Specialist (E-Commerce)
Overview
Qualifications
Responsibilities
In this role, you will be the first point of contact for customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.
Qualifications
- Minimum Intermediate or above
- Proficiency in verbal communication skills in English is essential
- Advanced proficiency in MS Excel
- 6 months of proven experience in a customer-facing role is required
Responsibilities
- Professionally manage a high volume of inbound chat and emails from customers regarding their complaints, requests, order status, follow-ups, and general inquiries
- Deliver an exceptional customer experience on every chat and email, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards
- Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures
- Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously
- Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)