Agent, Chat

JOB DESCRIPTION

JOB TITLE:  Agent, Chat

Department: Operations

Reports To: Supervisor

Supervisory Responsibilities: None

Date: 5/13/2020

                                                                                                            __________________

Summary/Objective:  Providing chat support is different from communicating with customers through voice or email. A successful chat support agent will need different skills to communicate with customers effectively.  They need to be able to manage several conversations at once while still providing the best support possible to the customers.

Main Duties and Responsibilities:

· Receive and Promptly Respond to customer queries

· Document Issues and resolutions

· Learn about new products and services

· Identify possible website issues

· Data Entry

· Customer Service

· Comply with all established policies (General, Security of Information, Compliance) and Standards of conduct established by KM2. Your duties will include but not be restricted to the above.

· Other responsibilities or duties as assigned by direct supervisor

Education / Experience / Credentials

· High School minimum

· Call center – chat experience (preferred, not required)

Competencies/Skills

· Strong command of the English language – both written and comprehension

· Engages Proactively – ability to drive the conversation, ask relevant questions

· Multitasks Effectively

· Strong customer service skills

· Computer literacy / navigation

· Problem-solving skills

· Organization skills

· Great attitude

Job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigne

• High school degree or above.
• Excellent communication skills, including verbal, reading and written skills.
• Ability to work with others.
• Good computer skills.
• Good multi-tasking skills.
• English level C1 or better.
• Excellent people skills.