Position Description:
Chat Agent Job Description
Chat agents communicate with customers through live chat or email to answer questions, solve problems and troubleshoot. Since they function on the front line of customer service, it’s important that chat agents be comfortable communicating directly with customers. Chat agents can work remotely or in a standard office environment and are generally required to have customer service experience.
Chat Agent Duties and Responsibilities
To keep customers (T1 & T2 Channels) happy and successfully solve any problems that may arise in the new Lenovo partner portal. Chat agents are expected to take on these duties and responsibilities:
Receive and Promptly Respond to Customer Queries
Whether chat agents are contacted by email or live chat, they must make a continual effort to respond to customers as quickly as possible. Once they receive a message from a customer, they must read carefully customer’s question or complaint before answering the question.
Document Issues and Resolutions
In addition to providing real-time support, chat agents thoroughly document each customer’s question or problem as well as the resulting answer or solution. This way, chat agents can help improve their organization’s overall functionality and efficiency.
Learn About new tools added to the portal
In order to help customers as effectively as possible, chat agents must make an effort to remain up to date on all the tools that are part of the Lenovo partner portal. It’s also important for chat agents to learn about new products and services, which customers may be more likely to ask questions about so that they can easily locate them in the portal.
Develop Customer Service Solutions
Since they serve as their organization’s first point of contact with its customers, chat agents should make suggestions about how Lenovo can improve its customer service. Thus, chat agents should keep track of general patterns when communicating with customers.
Identify Possible Website Errors
As we mentioned above, chat agents are often the first person that a customer will speak with. Because of that, chat agents are the first people within their organization who will be alerted of website errors and other technical problems. If chat agents receive multiple queries about the same issue, they must report the issue to the IT department in order to solve the problem as quickly as possible.
Chat Agent Skills and Qualifications
Chat agents are excellent communicators with a passion for customer service. Depending on the company, chat agents may also be required to have knowledgeable in certain areas of Lenovo in order to be able to guide clients better within the portal.
We might want to focus on the following skills:
Customer service – since chat agents work directly with customers to solve end-user issues and answer questions, it’s essential that they have strong customer service skills
Computer literacy – by nature, chat agents perform their day-to-day tasks on a computer. They must be able to easily operate a computer, especially in terms of checking and responding to emails as well as utilizing live chat services and software
Problem-solving skills – the ability to solve problems is just as integral to a chat agent’s work as solid communication skills. When presented with a problem, chat agents must be able to find a solution calmly and efficiently, even if the customer is impatient or disgruntled
Organization skills – chat agents are responsible for recording and documenting each question or problem as well as each respective answer or solution. Because of this, chat agents should have strong organization skills and be able to effectively sort large amounts of information
Good attitude – even when facing complex problems or difficult questions, it’s important that chat agents maintain a good attitude
Tools
Live chat software (Oracle live chat)
Email software (Outlook)
Position Requirements:
Business student preferred / English skills are a plus / Position will be divided in two shifts 9am - 6pm & 11am - 20pm
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.
