What are the responsibilities and job description for the Live Chat Agent / Customer Service position at Sheng Wang University?
Live Chat Agent / Customer Service Job Description :
We are seeking a friendly, proactive, and customer-oriented Online Live Chat Agent / Customer Service Representative to join our team. In this role, you will be responsible for providing real-time assistance to our customers via live chat, responding to inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate will be professional, efficient, and able to handle multiple customer inquiries simultaneously while maintaining a high level of customer satisfaction.
You will be the first point of contact for customers and play a key role in representing the company’s commitment to excellent customer service. This is a fast-paced role that requires excellent communication skills, problem-solving abilities, and attention to detail.
Key Responsibilities :
Respond to Customer Inquiries : Handle inbound customer inquiries via live chat, email, or phone, addressing a wide range of questions related to products, services, account issues, and technical support.
Provide Solutions : Troubleshoot customer issues and provide appropriate solutions, escalating complex problems to higher-level support teams when necessary.
Process Orders and Requests : Assist customers in placing orders, updating their accounts, processing returns, or making adjustments to their service requests.
Maintain Knowledge : Stay updated on company products, services, policies, and troubleshooting techniques to provide accurate information to customers.
Customer Feedback : Collect and report customer feedback to the management team to improve the overall customer experience.
Meet Targets : Maintain high-quality customer service standards, meeting response time and customer satisfaction goals.
Documentation : Accurately document customer interactions, service issues, and resolutions in the company’s CRM system.
Requirements :
Proven experience in a customer service or support role, particularly in live chat support.
Familiarity with live chat platforms (e.g., Zendesk, Intercom, LiveChat, etc.) and CRM tools.
Strong written communication skills with an emphasis on clarity, professionalism, and empathy.
Ability to multitask and manage several chats or customer interactions at once while maintaining a high level of quality.
Excellent problem-solving and troubleshooting skills.
Ability to handle challenging customer interactions with patience and professionalism.
Strong attention to detail and ability to work efficiently under pressure.
Flexible and adaptable to changing customer needs and company priorities.
Qualifications :
High school diploma or equivalent required; bachelor’s degree in Business, Communications, or a related field is a plus.
Previous experience in a live chat or customer service role preferred.
Basic computer skills with proficiency in Microsoft Office Suite (Word, Excel, etc.).
Availability to work flexible hours, including weekends and holidays (if required).
Skills :
Communication : Clear and concise communication skills, both written and verbal, to interact with customers effectively.
Time Management : Ability to manage time and prioritize tasks to ensure timely responses to customer inquiries.
Empathy : Understanding customer needs and delivering solutions with a compassionate approach.
Technical Proficiency : Comfortable using live chat platforms, customer service tools, and basic software programs.
Problem-Solving : Ability to identify issues quickly and resolve them efficiently.
Teamwork : Ability to collaborate with colleagues and management to ensure a high-quality customer experience.
Benefits :
Competitive Salary Pay, Weekly & Bi-Weekly.
Health Insurance : Comprehensive medical, dental, and vision coverage.
Paid Time Off (PTO) : Vacation days, sick leave, and paid holidays.
Flexible Hours : Work-from-home options and flexible scheduling (if applicable).
Career Development : Opportunities for growth and career advancement within the company.
Employee Discounts : Access to exclusive discounts on products / services (if applicable).
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