Job Description

Job Overview

Online Chat Support combines the responsibilities of providing real-time customer support through online chat platforms with the analytical tasks of collecting, analyzing, and interpreting customer data to identify trends and improve customer experience.

Responsibilities

Customer Support:

Respond to customer inquiries and resolve issues promptly through live chat platforms for customers across the globe Connect with appropriate departments to provide quick resolution to customers i.e warhouse or stock control team etc. Open and maintain customer accounts by recording account information Provide accurate information and guidance on products and services related to orders/ new accounts/pricing Recommend new products or services by collecting customer information and analyzing customer needs Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution Effectively manage multiple chats simultaneously while maintaining a high level of customer satisfaction Handle complaints, provide appropriate resolutions within the time limits, and follow up to ensure closure Keep records of customer interactions, process customer accounts, and file documents Escalate complex issues to relevant teams when necessary
Data Analysis:

Collect and organize customer data from chat interactions, including customer demographics, query types, and resolution times. Analyze chat logs to identify trends, patterns, and common customer pain points. Use data analysis tools to generate reports and visualizations that highlight key insights about customer behavior and satisfaction Identify areas for improvement in customer service based on data analysis.
Reporting and Communication:

Regularly share data-driven insights with the customer service team and relevant stakeholders to inform decision-making. Develop and present clear and concise reports on customer feedback and trends. Collaborate with other departments to implement improvements based on customer data analysis.

Requirements

Proficiency in MS Office Suite (Excel, Word, PowerPoint) Familiarity with online chat platforms and customer relationship management (CRM) systems Should be proficient using google translator Exposure to HUBSPOT or NAVISION will be an added advantage

Skills

Familiarity with management tools or project tracking software Strong communication skills for customer interaction and team coordination Ability to multitask and manage time effectively Ability to effectively communicate with customers through written chat interactions, maintaining a professional and supportive tone Ability to quickly identify and resolve customer issues, including troubleshooting basic technical problems Capability to analyze customer data, identify trends, and draw actionable conclusions
Job Type: Full-time

Work Location: In person