The Chat Support Specialist will be assisting our customers who have inquiries about the client’s products and services.
Responsibilities will include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn customers’ trust.
Responsibilities: Respond to customer queries in a timely and accurate way, via phone, email or chat Identify customer needs and help customers use specific features of the product or serviceUpdate our internal databases with information about technical issues and useful discussions with customersMonitor customer complaints on different channels and reach out to provide assistanceInform customers about product or service features and functionalitiesCheck-in with customers to ensure their issues and concerns are resolvedGather customer feedback and share with Product, Sales and Marketing teams
Requirements:Solid Experience as a Customer Support Specialist or similar CS role for a minimum of 3-5 yearsMust have previous background in the BPO industry preferably under AU and NZ campaignsExperience using help desk software and remote support toolsUnderstanding of how CRM systems workExcellent communication and problem-solving skillsExperience in Photoshop, ZenDesk, PipeDrive is an advantageMulti-tasking abilitiesAmenable in shifting schedule