Key Responsibilities: ? Responding to customer inquiries and resolving their issues through live chat in a timely and professional manner. ? Providing accurate and helpful information about products, services, and company policies. ? Assisting customers with placing orders, processing returns, and tracking shipments. ? Troubleshooting technical issues and providing step-by-step instructions to resolve them. ? Escalating complex or unresolved issues to senior support staff or supervisors. ? Maintaining a comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers. ? Proactively identifying and addressing customer concerns or issues to prevent potential escalation. ? Building rapport and establishing positive relationships with customers through effective communication and empathy. ? Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system. ? Collaborating with other customer support team members and departments to ensure a seamless customer experience. ? Staying up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries. ? Continuously improving knowledge and skills through training sessions and self-education to enhance customer support abilities. ? Striving to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate. ? Adhering to company policies and procedures, including privacy and data protection guidelines, while handling customer information. ? Maintaining a calm and professional demeanor even in stressful or challenging situations. Minimum Qualifications: ? Must have Customer Support experience in the BPO or Remote/Virtual setting ? Proficient in written and spoken English ? Experience using help desk software and other remote support tools ? Familiar with different CRM tools ? Has own work-from-home equipment ? Must be willing to work US Business Hours ? Available to start NOW!
Beneficios Benefits of working through ICONIC! ? Flexibility & Freedom: Break free from the traditional office environment and embrace the freedom to work from anywhere, whether it's your cozy home office or a sunny beach! No more rigid schedules, dress codes, or commuting hassles. ? Work-Life Balance: Say goodbye to the constant struggle of juggling work and personal life. As an ICONIC Executive Assistant, you can create your own schedule, allowing for quality time with loved ones, pursuing hobbies, and enjoying a healthier work-life balance. ? Endless Opportunities: Dive into a diverse range of tasks and industries as an ICONIC Executive Assistant. From managing social media accounts to Basic equipment requirements: ? Laptop or desktop computer that can run web browsing, spreadsheet, and communication software ? Intel i3 or AMD Ryzen 1300 processor (or equivalent) ? 4GB RAM ? Stable internet connection, preferably at least 30Mbps ? Headset for video calls
