Chat Care Representative

hace 2 semanas

Santiago, México Ria A tiempo completo

We are seeking a highly skilled Live Chat Specialist who will play a critical role in ensuring the satisfaction of our valued customers. Reporting directly to the Customer Care Supervisor, you will be responsible for providing exceptional service through the Zendesk chat platform.

As a Live Chat Specialist, you will respond promptly to customer inquiries, provide accurate information, and resolve any issues they may have. This requires specific skills, such as exceptional communication skills, multitasking abilities, technical proficiency, problem-solving expertise, and attention to detail.

In this role, you will need to handle multiple chat conversations simultaneously, while maintaining the highest standards of quality in your responses. Your goal will be to ensure that all inquiries are addressed promptly and that customers receive the best possible service.

**Customer Care Expert Responsibilities**:
Respond to customer inquiries via Zendesk Chat in a professional and timely manner.

Address customer issues and provide effective solutions while ensuring customer satisfaction.

Accurately document all customer interactions in Zendesk.

Collaborate with the customer service team to ensure customer issues are resolved promptly.

Troubleshoot technical issues and escalate complex problems to the appropriate department or team member.

Proactively seek out opportunities to improve the customer service experience.

Stay up to date with product knowledge and customer service best practices.

Develop a deep understanding of all regional procedures and products within Ria.

Meet individual and team performance targets for customer service and quality.

Handle 2-3 chats at a time.

Typing speed of 65-70 WPM

Continuously strive to improve the experience for our customers through suggestions for improvement.

Maintain a minimum of 85% customer satisfaction.

QA score of a minimum of 85%

**Requirements**:
Prior experience in providing support via chat

Proficiency in Zendesk Chat or similar live chat platforms.

Excellent communication skills, both written and verbal.

Ability to multitask and manage time effectively.

Strong problem-solving and decision-making skills.

Ability to work independently and as part of a team.

Detail-oriented with strong organizational skills.

Flexibility to work in shifts as needed, including extended hours weekends, and holidays.

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