Live Chat Agent

6 months ago

Barnstaple, United Kingdom 3sixfive Pro Limited Full time

As a Live Chat Agent you will be responsible for providing excellent customer service in a fast paced and high volume environment where you will be the first point of contact for customers choosing to engage, enquire or make contact via website Live Chat.

You will answer enquiries about services and products, troubleshooting and resolving issues and upselling whilst ensuring a high level of customer satisfaction as an extension of the client’s customer care team.

Dealing with queries from a variety of people quickly, confidently, and in line with all outlined processes will be critical to the success in this role.

You will have access to client guides and all relevant information and data to make informed decisions and handle all interactions with accuracy and care. All the training necessary will be provided to achieve the required KPIs and targets.

You will work closely with other team members and departments to provide a seamless experience for our client.

**Key Responsibilities**
- Engage with a varied demographic of customers on behalf of our client to resolve queries in real time, using your ability to think quickly, obtain the relevant information and help the customer
- Manage a high volume of chat conversations, often simultaneously
- Provide excellent customer service by understanding the customer’s needs, answering questions, and being personable at all times
- Communicate clearly and effectively to aid the customer journey and resolve enquiries quickly or signpost to the relevant team/person
- Ensure compliance with Live Chat guidelines, industry standards, protocols and client processes throughout every interaction
- Accurately log customer feedback and themes of conversation for reporting
- Lead by example to achieve KPIs and targets

**Key Skills**
- Minimum GCSE English Grade 6 (B Grade Equivalent)
- Experience of using Live Chat software, social media channels professionally, or call/contact centre responsibilities
- Customer service experience
- Experience working to targets and ability to work well under pressure in a fast paced environment
- Excellent written and communication skills
- Ability to remain calm under pressure, always with a high attention to detail
- Must be able to type 45 Words Per Minute (WPM)
- Strong time management skills with the ability to multitask and prioritise
- Proactive and responsive

Fixed Term contract with the potential to be Permanent.

**Job Type**: Fixed term contract
Contract length: 6-9 months

**Salary**: £22,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Barnstaple: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

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