Email/Chat Support Agent
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Job Description
Email/Chat Support Agent responsible for handling customer inquiries while working from home. Delivering excellent service and troubleshooting issues for CEF Solutions Inc.
Responsibilities:
- Respond promptly to customer inquiries via chat and email.
- Provide accurate, valid, and complete information to customers.
- Resolve customer issues and complaints efficiently and professionally.
- Identify and assess customers' needs to achieve satisfaction.
- Troubleshoot and resolve customer issues by providing appropriate solutions.
- Escalate unresolved issues to higher-level support when necessary.
- Maintain clear, concise, and courteous communication with customers.
- Document all interactions and maintain accurate records of customer issues and resolutions.
- Provide timely and effective follow-ups to ensure customer satisfaction.
- Stay updated on product knowledge, company policies, and procedures.
- Utilize available resources and tools to provide accurate information to customers.
- Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores.
- Continuously strive to improve efficiency and effectiveness in handling customer inquiries.
- Work collaboratively with team members and other departments to resolve customer issues.
Requirements:
- At least one year of experience with Email/Chat support is required.
- Experience in handling Inbound/Outbound calls (preferred).
- High school diploma or equivalent; a college degree is a plus.
- Previous experience in customer service, preferably in a BPO or call center environment.
- Excellent written communication skills with a strong command of grammar and spelling.
- Ability to multitask and manage time effectively.
- Good interpersonal skills and a customer-focused attitude.
- Proficiency in using chat and email platforms, as well as CRM software.
- Strong problem-solving skills and attention to detail.
Benefits:
- Must be able to work from home with a secure, distraction-free environment
- Amenable to report on-site if needed (Mandaluyong City)
- Requires fast internet speed at home
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