Live Chat

2 weeks ago

Walsall, United Kingdom Grantrow Full time

Live Chat / Web Chat Sales and Support Assistants x 3

Job Type: Temp to Perm

Salary: £12.00 + bonus

Location: Walsall, West Midlands

Shift Work: Morning, Afternoon and Evening Shifts Flexible Working Pattern

Our client is a leader in the field of social media who is now looking for talented individuals to join them to keep up with the rapid growth the organisation is experiencing.

Our client offers a range of products and services via social media channels working with influencers to generate user engagement and then offering services to customers for upselling.

Key Responsibilities

  • Engage with a varied demographic of customers on behalf of our client and our client's influencers using your ability to think quickly to create engagement and rapport, offer services, upsell services where the opportunity arises and resolve queries in real time.
  • 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 experience
  • Ensure compliance with Live Chat guidelines:
    • Keep your response times short
    • Start with a friendly greeting
    • Add a personal touch
    • Listen to the person on the other end
    • Focus on your customer's problem
    • Stay positive throughout all interactions
    • Make sure to address all problems
    • Collect feedback from customers
    • Remember about grammar and spelling

  • Accurately log customer feedback and themes of conversation for reporting
  • Lead by example to achieve KPIs and targets

Experience

Our client prefers 2 years work experience in sales, customer service or call centre environments or have experience of working within live chat or web chat environments.

Skills:

IT literate

Excellent communication and organisational skills

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