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Online chat Service Representative - English, Russian and Arabic speaker
The Online Chat representative serves as the front line for customer experience interactions via web chat, WhatsApp, and Messenger texting communication. They are responsible for meeting established service goals by understanding customer needs, matching them to available solutions and scheduling a service call when necessary. They also assist customers in completing website transactions to enable eCommerce to consistently achieve its revenue goal.
Primary Responsibility:
- Answer multiple incoming customer support chats at a time.
- Meet and exceed service and support goals as established by the Team Manager
- Effectively provide solutions and help needed
- Accurately capture and record all customer information necessary to conduct business
- Attend and actively participate in all scheduled coaching, training, and certifications
- Ability to back up customer service chats and emails as necessary
- Other responsibilities as assigned
- Communicate relevant feedback (productivity or customer related) to the Digital leadership team
Requirements:
- Good home office working environment (quite space, high speed internet connection, ability to activate webcam at all times).
- Experience with operating multiple computer programs at the same time
- Sales/Customer care call center experience - an advantage
- Excellent English, Russian and Arabic (a must)
- Outstanding written/oral communication and interpersonal skills
- Strong problem-solving skills.
- Regular and reliable attendance.
- Ability to work independently, follow instructions and strong attention to details.
- Resilience, perseverance, and an ability to overcome objections
- Working knowledge of PC and Mac operating systems a plus
- Desire to work on a diverse and highly collaborative team
- Flexible availability to help support our 24/7 team as needed