Job Title: Online Chat Support Officer
Company: Hexafly
Location: Galway, Connacht, Ireland
Job Type: Full-time
Seniority: Associate Level
Years of Experience: 3+
About Hexafly:
At Hexafly, we are on a mission to revolutionize the way businesses engage with their customers. We embrace creativity in a culture that values fresh ideas and inventive solutions. Our team is dedicated to providing exceptional support, and we’re looking for an Online Chat Support Officer who can contribute to our dynamic environment.
Job Overview:
We are seeking an energetic and driven Online Chat Support Officer to join our client-facing team. The ideal candidate will be adept at handling customer inquiries, providing timely and effective solutions, and ensuring customer satisfaction through our online chat platform. This role requires strong negotiation and analytical skills, a positive attitude, and a passion for helping others.
Key Responsibilities:
1. Respond promptly to customer inquiries through our online chat system, maintaining a friendly and professional demeanor at all times.
2. Analyze customer issues to provide accurate and effective solutions, ensuring a high level of customer satisfaction.
3. Engage with customers proactively to understand their needs, identify potential challenges, and offer tailored solutions.
4. Maintain detailed and accurate records of customer interactions in accordance with company protocols.
5. Collaborate with other departments such as Sales, Technical Support, and Product Development to resolve complex issues and improve overall customer experience.
6. Participate in ongoing training and development sessions to enhance product knowledge and customer service skills.
7. Provide feedback to management on trends and recurring issues to facilitate continuous improvement in customer support processes.
8. Assist in developing and refining chat scripts and customer service procedures to maximize efficiency and effectiveness.
9. Demonstrate flexibility in scheduling and availability to accommodate peak periods and special projects.
10. Contribute to a team atmosphere by supporting colleagues and sharing knowledge and resources.
Requirements:
1. Minimum of 3 years of experience in a customer service or support role, preferably within a fast-paced environment.
2. Proven ability to handle multiple tasks effectively while maintaining a high level of attention to detail.
3. Strong negotiation skills with the ability to handle difficult conversations and reduce customer escalations.
4. Excellent analytical abilities to interpret customer data and drive insights for improvement.
5. Proficient in using chat support software, CRM systems, and Microsoft Office Suite.
6. Ability to adapt quickly to new technologies and processes.
7. Strong written communication skills, with an emphasis on clarity and professionalism.
8. A self-driven and energetic personality, with a passion for customer care and satisfaction.
9. Ability to work independently and as part of a team in a remote work setting.
Benefits:
- Competitive salary with opportunities for paid overtime.
- Remote work flexibility to support a healthy work-life balance.
- Comprehensive dental insurance to ensure your wellbeing.
- Access to ongoing professional development and training opportunities.
Working Environment:
Hexafly offers a vibrant and inclusive workplace where creativity is embraced, and innovative solutions are encouraged. We value and support fresh ideas that drive our business forward.
Application Deadline:
Please submit your application by October 4, 2024.
Equal Opportunity Statement:
Hexafly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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