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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