Chat Support Specialist & Trainer  

We're seeking a strong chat support specialist with a real talent for communication and a commitment to deliver industry-leading chat support services.

Responsibilities 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 our clients’ trust. You should also be familiar with help desk software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

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
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure any issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

Skill Requirements:

• 1-year experience of chat support or customer service
• Excellent Grammar and English Communication
• Good decision making
• Sales experience is an advantage
• Attentive to customer's needs
• Patience when handling tough cases
• Familiarity with our industry is a plus
• Understanding of how CRM systems work