Email Chat Support

We are seeking a dedicated and customer-focused Email Chat Support Agent to join an e-commerce store based in the US.

As an Email Chat Support Agent, you will be responsible for providing exceptional customer service and assistance to our clients through email and chat platforms. Your primary goal will be to ensure customer satisfaction, resolve inquiries, and maintain a positive brand image. If you have excellent communication skills, are tech-savvy, and enjoy helping others, we would love to hear from you.

Responsibilities:
1. Respond promptly and professionally to customer inquiries and issues via email and chat platforms.
2. Provide accurate and detailed information about our products, services, and policies to customers.
3. Assist customers in troubleshooting technical issues they may encounter with our products or services.
4. Resolve customer complaints or concerns with empathy and efficiency, ensuring a satisfactory resolution.
5. Document customer interactions, inquiries, and resolutions accurately in the customer support system.
6. Collaborate with other team members to address complex customer issues and escalations.
7. Identify and report recurring customer issues to the appropriate department for further investigation and resolution.
8. Stay up to date with product knowledge and industry trends in order to provide the best possible customer support experience.
9. Meet or exceed individual and team performance goals, including response time, resolution time, and customer satisfaction ratings.
10. Provide feedback and suggestions for process improvements to enhance the overall customer support experience.

Requirements:
1. Proven experience in customer service or a related field is a plus.
2. Excellent written and verbal communication skills in English.
3. Strong typing skills with a high level of accuracy.
4. Familiarity with email and chat platforms and ability to navigate multiple systems simultaneously.
5. Empathy and patience when dealing with customers, particularly in challenging situations.
6. Problem-solving skills and the ability to think critically and analytically.
7. Ability to work independently and within a team environment.
8. Flexibility to work in shifts, including weekends and holidays if required.
9. Knowledge of customer relationship management (CRM) software is desirable.