Job Description

Job Description

Job Description

The Live Chat Representative is responsible for providing real-time customer support and assistance via online chat. This role requires excellent communication skills, a strong problem-solving aptitude, and the ability to multitask effectively in a fast-paced environment. The ideal candidate will be empathetic, patient, and dedicated to exceeding customer expectations.Key Responsibilities:

• Provide prompt, accurate, and helpful responses to customer inquiries through live chat.
• Effectively resolve customer issues and complaints, escalating complex issues when necessary.
• Maintain a high level of product knowledge and stay updated on company policies and procedures.
• Document customer interactions and resolutions accurately in the company's CRM system.
• Proactively identify opportunities to improve the customer experience and provide feedback to the team.
• Meet or exceed established performance metrics, including response time, resolution rate, and customer satisfaction scores.
• Assist customers with order placement, product selection, and account management.
• Contribute to a positive and supportive team environment.
• Follow established procedures and guidelines to ensure consistent and high-quality service.
• Identify and report any technical issues or website errors.
• Adhere to company policies regarding data security and customer privacy.

Requirements:

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Proven experience in a customer service role, preferably in a live chat or online support environment
• Excellent written and verbal communication skills, with a strong focus on grammar and spelling.
• Proficiency in typing and navigating computer systems.
• Ability to multitask effectively and manage multiple chat conversations simultaneously.
• Strong problem-solving and critical-thinking skills.
• Exceptional customer service skills, including empathy, patience, and active listening.
• Ability to work independently and as part of a team.
• Familiarity with CRM systems and knowledge base tools.
• Availability to work flexible hours, including evenings, weekends, and holidays, as needed.

Why Join Us?At Titus Steel , we believe that our employees are our greatest asset. We offer a supportive work environment that fosters growth and development. You will have the opportunity to work with a talented team, contribute to meaningful projects, and advance your career.

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Job Tags

Flexible hours, Afternoon shift,

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