Job Title: CSR – Email & Chat (General)
Department: Operations
Reports To: Team Leader
Job Summary:
The Customer Support Specialist (Chat & Email) is responsible for delivering exceptional frontline support through chat and email channels. This role requires strong attention to detail, excellent problem-solving skills, and a customer-first mindset to resolve inquiries efficiently while fostering positive relationships with customers.
Key Responsibilities
-Customer Support & Issue Resolution
Respond promptly and professionally to customer inquiries via chat and email.
Provide accurate product and service information to assist customers effectively.
Troubleshoot technical issues and resolve customer concerns efficiently.
Escalate unresolved issues to the appropriate team or supervisor when necessary.
Maintain detailed and accurate records of customer interactions, transactions, and complaints.
Collaboration & Process Improvement
Work with team members to ensure consistent, high-quality customer service.
Stay up-to-date on product knowledge, company policies, and support processes.
Identify process improvements to enhance the overall customer experience.
Required Qualifications
Proven experience in customer support, preferably in chat and email-based roles.
Excellent written and verbal communication skills to provide clear and professional responses.
Strong problem-solving skills with a detail-oriented approach.
Ability to multitask, prioritize tasks, and manage time efficiently in a fast-paced environment.
Calm and composed demeanor under pressure, with conflict resolution skills.
Empathetic and patient approach when handling customer concerns.
Proficiency in using chat and email support tools.
Preferred Qualifications
Experience with CRM systems
Familiarity with Google Workspace and other collaboration tools.
Key Competencies
Customer-Centric Mindset – Passionate about delivering exceptional customer service.
Clear Communication – Ability to write concise, professional, and empathetic responses.
Problem-Solving – Quick to analyze issues and provide effective solutions.
Time Management – Efficiently handles multiple chats/emails without compromising quality.
Composure Under Pressure – Stays calm when handling difficult situations.
Collaboration – Works effectively with teammates and leadership.
Adaptability – Willingness to learn and adjust to evolving processes and tools.
Physical Requirements/Work Environment (if applicable)
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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