Job Specification: Chat Agent (billing and technical support) [CHAT AND TICKET]
About Us
unifyCX ( www.unifycx.com ) is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
Job Specification
- Chat Support (billing and technical support):
? Engage in real-time customer support via chat, addressing questions, troubleshooting issues, and providing guidance on product usage, using clear and concise language.
? Complete a maximum of 3 chats simultaneously.? Maintain an average response time in line with SLAs.
? Develop and maintain a thorough understanding of our product features, updates, and improvements.
? Be prepared to relay accurate, detailed information to assist customers effectively.
? Diagnose customer issues, utilise internal resources to resolve problems, and escalate cases that require advanced support.
? Record all troubleshooting steps and findings in account notes.
? Maintain clear and organised account notes on every interaction/escalation.
? Deliver prompt, accurate, and professional service in all interactions.
? Strive for first-contact resolution and aim to meet or exceed customer expectations.
? Report recurring issues, feature requests, and other feedback to HQ to drive product improvements.
? Follow all processes and procedures.
? Keep up to date with updates and changes.? Follow all quality and quality feedback processes.
- Ticket Support (billing and technical support):
? Respond to tickets using clear and concise language.
? Utilise appropriate canned responses ensuring all customer questions have been sufficiently answered.? Move tickets to the correct department/queue.Core Requirements
- Experience: Preferably, agents should have previous experience in a contact centre or similar environment, ideally with SaaS products.
- Communication Skills: Agents must possess strong verbal and written communication skills in English, with the ability to explain solutions and instructions clearly.
- Technical Aptitude: A solid understanding of technical concepts related to SaaS products, with the ability to troubleshoot and explain issues.
- Customer Service Orientation: A strong commitment to customer satisfaction and the ability to remain patient and empathetic in all customer interactions.
- Adaptability: Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment.
- Attention to Detail: High level of organisational and documentation skills to ensure accurate account notation.
Desired Skills
- Problem-Solving Skills: Ability to analyse issues effectively, think critically, and find creative solutions where needed.
- Familiarity with Support Tools: Knowledge of support platforms and CRM systems.
- Multitasking Abilities: Competency in managing concurrent interactions, and maintaining quality and efficiency.
Performance Metrics
Agents will be evaluated on a variety of metrics, including:Average Handling Time (AHT): Time taken per interaction (<840 seconds for chat, <420 seconds for ticket)
Response and Resolution Times: Timeliness of responses.Quality: The quality of the interaction including (but not limited to) tone, empathy, knowledge, rapport building, handle time. Minimum target 90%.Productivity: Agents are required to achieve a minimum 85% productivity score.Retention: Agents are required to achieve a minimum 30% save rate on chat interactions.
