Web Chat Assistant - Work from home
Job Description:
Yelp is seeking a dynamic and enthusiastic Web Chat Assistant to join our team. This part-time position allows you to work from the comfort of your home while contributing to a passionate team dedicated to quality in all aspects of our work, products, and services. The ideal candidate will have experience in customer service, exemplary communication skills, and a drive to solve problems efficiently.
Responsibilities:
- Customer Interaction: Manage and respond to customer inquiries and complaints via live chat in a timely, professional, and knowledgeable manner, ensuring a positive customer experience.
- Product Knowledge: Maintain an in-depth understanding of Monde Nissin’s products and services to provide accurate information and effective solutions to customer queries.
- Problem Solving: Identify and resolve customer issues through active listening and effective communication, escalating complex issues to the appropriate departments as necessary.
- Feedback Collection: Actively gather customer feedback regarding products and services and report insights to improve customer experience and product offerings.
- Quality Assurance: Prioritize quality in all interactions, ensuring adherence to company policies and ensuring that responses are consistent and accurate.
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- Team Collaboration: Work closely with team members and other departments to ensure a cohesive customer experience and share best practices.
- Training Participation: Engage in ongoing training and development to stay informed about new products, changes in policies, and best practices in customer service.
- Documentation: Maintain accurate records of customer interactions and transactions in the CRM system, ensuring all information is updated and easily accessible for future reference.
- Performance Metrics: Meet and strive to exceed performance metrics, including response time, customer satisfaction scores, and issue resolution rates.
- Continuous Improvement: Proactively suggest improvements to processes and workflows that enhance the customer experience and operational efficiency.
Requirements:
Experience: Minimum of 4 years of experience in a customer service or support role, preferably in an online or web chat setting.
- Communication Skills: Excellent verbal and written communication skills with the ability to communicate complex information simply and clearly.
- Problem-Solving Skills: Proven ability to assess situations, identify problems, and implement effective solutions quickly and efficiently.
- Leadership Ability: Demonstrated leadership qualities, including taking initiative, encouraging teamwork, and motivating others.
- Personality Traits: Must be confident and passionate about providing excellent customer service.
- Technical Proficiency: Familiarity with CRM systems and live chat software; ability to quickly learn and adapt to new technologies.
- Availability: Flexible to work according to the business needs, including evenings, weekends, and public holidays as required.
- Education: A bachelor’s degree or equivalent relevant experience is preferred.
Benefits:
- Life insurance coverage to ensure peace of mind for you and your family.
- Visa sponsorship opportunity for eligible candidates, facilitating your eligibility to work in the region.
- Paid sick leave to promote a healthy work-life balance.
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