Email & Chat Support Agents

HR Support is seeking detail-oriented and customer-focused Email & Chat Support Agents to join our dynamic team. In this role, you will engage with customers through live chat and email channels to resolve inquiries and provide excellent service. You must have strong written communication skills and the ability to multitask effectively in a fast-paced environment. The ideal candidate has a minimum of one year of experience in customer support roles, preferably with exposure to live chat, email, or social media platforms. As an Email & Chat Support Agent, you play a vital role in maintaining customer satisfaction by delivering timely and accurate responses. You will troubleshoot issues, handle customer complaints, and document communications effectively. Familiarity with CRM systems and digital customer support tools will aid in managing interactions smoothly. This position requires flexibility to work rotational shifts, including weekends and public holidays.
Responsibilities

Respond promptly and professionally to customer inquiries via email and live chat platforms.
Resolve customer issues by diagnosing problems, identifying solutions, and guiding customers through troubleshooting steps.
Maintain accurate and detailed records of customer interactions in CRM systems and internal databases.
Manage multiple customer conversations simultaneously while maintaining quality and attention to detail.
Collaborate with other departments when necessary to escalate unresolved issues or gather additional information.
Adhere to company policies and procedures while ensuring customer satisfaction and support standards.
Continually update knowledge of products, services, and support tools to enhance customer experience.
Maintain a positive and empathetic tone in all communications to foster strong customer relationships.
Participate in training and development opportunities to improve skills and service delivery.
Meet or exceed established performance metrics, including response time and customer satisfaction ratings.