Chat Support Executive Job

Key Responsibilities:

1. You will use email and chat applications to give clients quick answers to their queries.
2. Identify customer needs and help customers use specific features
3. Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
4. Collaborate with other team members and departments to ensure customer satisfaction
5. Ask customers targeted questions to quickly understand the root of the problem
6. Address and resolve customer complaints or concerns in a professional and timely manner
7. Update our internal databases with information about technical issues and useful discussions with customers
8. Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
9. Monitor customer complaints on social media and reach out to provide assistance
10. Share feature requests and effective workarounds with team members
11. Inform customers about new features and functionalities
12. Follow up with customers to ensure their technical issues are resolved
13. Gather customer feedback and share it with our Product, Sales, and Marketing teams
14. Prioritize and manage several open issues at one time
15. Maintain jovial relationships with clients

Requirements:

1. At least 1-3 years of chat or social media customer support, escalation, or retention experience in B2B, B2C process
2. The strong customer-centric thought process
3. Excellent verbal and written communication skills in English.
4. Good probing skills
5. Ability to multitask and prioritize tasks effectively in a fast-paced environment
6. Patience when handling tough cases
7. Be a fast learner, understand our product in and out
8. Flexible to work in rotational shifts and week offs
9. Open to taking on additional responsibilities

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