Email Support Representative
Job Summary
We are looking for a detail-oriented and customer-focused Email and Chat Support Representative to handle customer inquiries through non-voice channels. In this role, you will provide timely, accurate, and professional assistance via email and live chat, ensuring a positive customer experience while working in a virtual processing environment. You will be responsible for resolving customer issues, documenting interactions, and meeting performance metrics.
Responsibilities
- Respond promptly to customer inquiries via email and chat
- Resolve customer issues efficiently while maintaining professionalism
- Document interactions and update customer records
- Meet performance metrics like response time and resolution rate
Required Skills
- High school diploma or equivalent
- Experience in customer service or chat support
- Excellent written communication skills
- Basic computer proficiency and CRM familiarity
Job Details
Key Responsibilities:
- Respond promptly to customer inquiries via email and chat platforms
- Provide accurate information about products, services, policies, and procedures
- Resolve customer issues efficiently while maintaining a high level of professionalism
- Document interactions and update customer records in the system
- Escalate complex or unresolved concerns to the appropriate team
- Follow company guidelines, workflows, and service-level agreements (SLAs)
- Maintain confidentiality of customer data and adhere to data protection policies
- Meet performance metrics such as response time, resolution rate, and customer satisfaction
Qualifications:
- High school diploma or equivalent (college degree preferred)
- Previous experience in customer service, email, or chat support is an advantage
- Excellent written communication and comprehension skills
- Strong problem-solving and multitasking abilities
- Basic computer proficiency and familiarity with CRM tools
- Ability to work independently in a remote or virtual setup
- Good time management and organizational skills
Work Setup:
On-site or WFH