Our company is seeking a Virtual Customer Service agent /Assistant
Duties of the Job:
A Virtual Customer Service Agent provides support and service to customers via digital channels such as email, chat, and telephone from a remote location. This role is crucial in maintaining customer satisfaction and loyalty by resolving issues, providing information, and offering services in a timely and effective manner. Below is a detailed job description for a Virtual Customer Service Agent:
Key Responsibilities:
1. Customer Support:
- Respond to customer inquiries through various channels such as live chat, email, and phone.
- Provide accurate, valid, and complete information by using the right tools, resources, and techniques.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
2. Problem Solving:
- Identify and assess customers’ needs to achieve satisfaction.
- Handle complex issues and escalate to appropriate resources or departments when necessary.
- Troubleshoot common issues with product or service.
3. Communication:
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Communicate clearly and effectively with customers to resolve their queries or issues.
- Document customer interactions, process customer accounts, and file records.
Skills and Qualifications:
- Strong Communication Skills: Excellent verbal and written communication skills to interact clearly with customers.
- Customer-Centric: Strong customer service orientation and ability to adapt/respond to different types of characters.
- Problem-Solving Skills: Effective problem-solving skills including decision making, time management.
Educational Requirements:
- A high school diploma or equivalent; higher education or a degree in communication or related fields can be advantageous.
Work Environment:
- Remote work from home or any other secure location with a stable internet connection.
- Must have a dedicated workspace free from distractions.
- Often requires sitting and using office equipment and computers for long periods.
Must have iPad or laptop
Assistant duties:
Visiting properties to ensure location id stoked with amenities and cleaners have followed the check list for cleaning.