Our Chat Support Reps provide support to customers chatting via our website, who require information about the company itself and how we can help them to pursue their career objectives, through higher education. They also ensure that they guide customers to the relevant departments in instances where they are unable to resolve any issues which are raised by customers. They spend their entire day handling chat messages from prospects and current customers, using appropriate scripts. May handle other related projects or tasks as necessary in between chats or during times with lower volume.
Responsibilities
Answer incoming chats in less than 30 seconds
Generate sales leads
Maintain a high level of competence by remaining abreast of any changes which will affect the customers largely
Provide excellent customer service on a consistent basis
Follow communication procedures, guidelines and policies
Identify and assess customers’ needs to achieve satisfaction
Provide accurate, valid and complete information by using the appropriate materials
Give appropriate solutions and alternatives to customers chatting in
Keep records of customer interactions, process customer accounts and file documents
Desired Skills and Experience
Must be able to write fluently in English
Excellent grammar and communication skills
High School Diploma
Proven customer support experience
Chat handling experience is preferred
Typing speed of 35-40 WPM
Familiarity with CRM systems and practices
Must enjoy communicating with customers through online written chat
Ability to multitask, prioritize, and manage time effectively
Job Details
Type: Full-time
Schedule: 30-39 hours per week, flexible schedule within Achieve’s Business Hours
Remote: 100% Online; home-based OUTSIDE of the USA
