What are the responsibilities and job description for the Online Chat Representative position at R.W. Mercer Co.?
Your role as an Online Chat Representative will involve providing real-time support and assistance to customers through online chat platforms. You will engage with customers to answer inquiries, resolve issues, and provide product or service information while maintaining a professional and friendly tone. Your responsibilities will include managing multiple chat conversations, ensuring prompt and accurate responses, and escalating complex issues when necessary. Your commitment to delivering exceptional customer service and maintaining a positive customer experience will be instrumental in driving satisfaction and brand loyalty.
As this is a remote position , you must be able to work independently while maintaining clear and consistent communication with customers and internal teams. You should be comfortable using virtual collaboration tools, managing your time effectively, and staying organized in a work-from-home environment. The ability to troubleshoot minor technical issues, adapt to digital workflows, and efficiently navigate multiple chat conversations is essential for success in this role.
Primary Duties :
- Respond to customer inquiries through live chat, ensuring timely and professional communication.
- Provide accurate product or service information and assist customers with troubleshooting or problem resolution.
- Handle multiple chat conversations simultaneously while maintaining high-quality service.
- Escalate complex issues to the appropriate department when necessary.
- Document customer interactions, issues, and resolutions within the chat system or CRM software.
- Follow company guidelines and policies to ensure consistent and accurate responses.
- Stay up to date with company products, services, and promotions to provide knowledgeable assistance.
- Collaborate with internal teams to improve chat support processes and enhance the overall customer experience.
Criteria :
