Live Chat Customer Support (South Africa)

Department: Dedicated

Employment Type: Freelance

Location: South Africa

Compensation: $5.00 / hour

Description

We are looking for proactive, service-oriented people for full-time live chat customer support positions. If you are comfortable interacting with customers by computer and pay close attention to details, then you may be a great fit for this role.

Key Responsibilities

Responding to customer inquiries and resolving their issues through live chat in a timely and professional manner.
Providing accurate and helpful information about products, services, and company policies.
Assisting customers with placing orders, processing returns, and tracking shipments.
Troubleshooting technical issues and providing step-by-step instructions to resolve them.
Escalating complex or unresolved issues to senior support staff or supervisors.
Maintaining a comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers.
Proactively identifying and addressing customer concerns or issues to prevent potential escalation.
Building rapport and establishing positive relationships with customers through effective communication and empathy.
Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.
Collaborating with other customer support team members and departments to ensure a seamless customer experience.
Staying up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.
Continuously improving knowledge and skills through training sessions and self-education to enhance customer support abilities.
Striving to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.
Adhering to company policies and procedures, including privacy and data protection guidelines, while handling customer information.
Maintaining a calm and professional demeanor even in stressful or challenging situations.

Minimum Qualifications:

1 year of LIVE CHAT customer support experience in the BPO or remote (Virtual Assistant) setting
Proficient in written and spoken English
Experience using help desk software and other remote support tools
Familiar with different CRM tools
Team Leader/Supervisor, Language Trainer, Quality Analyst experience in the BPO or remote (Virtual Assistant) setting is a PLUS!
Has own work-from-home equipment
Available to start ASAP!

Technical Requirements:

Laptop or desktop computer that can run web browsing, spreadsheet, and communication software
Intel i3 or AMD Ryzen 1300 processor (or equivalent)
4GB RAM
Stable internet connection, preferably at least 5Mbps
Headset for video calls

Benefits of working through Magic!

Fully remote work
Opportunities to work with various projects
Amazing Assistant Support (we have a dedicated support team that you can ask questions to along the way)

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Magic, Inc

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Live Chat Customer Support (South Africa)