Chat Agent | LiftCenter | 2-4 years
Secunderabad, Telangana, India
6d ago

Essential Duties and Responsibilities :

  • Maintains composure while de-escalating customer issues
  • Maintains and updates customers information in a case management system
  • Tracks chat related information for auditing & reporting purposes
  • Provide first level website technical support
  • Follows up on outstanding items to issue completion
  • Document each customer interaction in a case management system
  • Meet or exceed company set targets for calls / chats handled, Team KPIs, customer satisfaction score, adhering to schedule and QA scores
  • Provide guidance through the LiftCenter online shopping experience
  • Work with external shipping contractors to assist customers with domestic issues and claims
  • Address and resolve post-order questions regarding shipping, billing, and delivery
  • Partner with other departments and store team members to resolve customers concerns
  • Responsible for working incoming cases
  • Responsible for additional back office / offline work per business needs
  • Provide knowledgeable answers to questions about products, pricing and availability
  • Maintain LiftCenter product and policy knowledge
  • Notify business partners of errors on the website
  • Complete training courses by company set due date
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