Customer support representative

Job description

We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Support Representative for our US Telecom Chat Process. In this role, you will be responsible for providing exceptional support and assistance to our customers via live chat. You will address inquiries, resolve issues, and ensure a seamless and positive experience for all customers.

Responsibilities:

• Engage with customers through live chat to address inquiries, provide information, and resolve issues in a timely and professional manner.

• Understand and assess customer needs to provide appropriate solutions or escalate issues to relevant departments.

• Maintain a high level of empathy and professionalism in all interactions.

• Assist customers with troubleshooting technical issues related to telecom products and services.

• Provide clear and concise instructions for resolving common problems.

• Collaborate with technical teams to address complex issues and ensure customer satisfaction.

• Maintain up-to-date knowledge of Go Magenta's products, services, and promotions.

• Educate customers on the features and benefits of Go Magenta's offerings.

• Upsell and cross-sell products and services where appropriate.

• Accurately document customer interactions and resolutions in the customer relationship management (CRM) system.

• Monitor chat metrics and feedback to identify areas for improvement.

• Generate reports on chat performance and customer feedback.

• Ensure compliance with company policies, procedures, and quality standards.

• Participate in training and development programs to continuously improve skills and knowledge.

• Contribute to a positive team environment by sharing insights and best practices.

Requirements:

• High school diploma or equivalent; associate's or bachelor's degree in a related field is preferred.

• Prior experience in customer support, preferably in a telecom or technical support role.

• Experience with live chat support is a plus.

• Excellent written communication skills with a strong command of grammar and spelling.

• Proficiency in using chat software, CRM systems, and other relevant technology.

• Strong problem-solving abilities and attention to detail.

• Ability to multitask and manage time effectively in a fast-paced environment.

• Customer-centric mindset with a passion for delivering exceptional service.