Job boardMagic, Inc

Customer Support - Live Chat

Work location: South Africa
Work arrangement: Remote
Salary: USD $7 per hour
Skills:
English B2 (Upper Intermediate)
Customer Service (Multimedia)
DISC

We are looking for proactive, service-oriented people for full-time live chat customer support positions. If you are comfortable interacting with customers by computer and pay close attention to details, then you may be a great fit for this role.

Key Responsibilities:

  • Responding to customer inquiries and resolving their issues through live chat in a timely and professional manner.

  • Providing accurate and helpful information about products, services, and company policies.

  • Assisting customers with placing orders, processing returns, and tracking shipments.

  • Troubleshooting technical issues and providing step-by-step instructions to resolve them.

  • Escalating complex or unresolved issues to senior support staff or supervisors.

  • Maintaining a comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers.

  • Proactively identifying and addressing customer concerns or issues to prevent potential escalation.

  • Building rapport and establishing positive relationships with customers through effective communication and empathy.

  • Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.

  • Collaborating with other customer support team members and departments to ensure a seamless customer experience.

  • Staying up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.

  • Continuously improving knowledge and skills through training sessions and self-education to enhance customer support abilities.

  • Striving to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.

  • Adhering to company policies and procedures, including privacy and data protection guidelines, while handling customer information.

  • Maintaining a calm and professional demeanor even in stressful or challenging situations.

Logo for Magic Inc

Magic, Inc

https://getmagicnow.com/

Metro Manila, Philippines