Chat Support

As a Customer Support Representative, your role will involve reviewing, classifying, and/or removing content based on client guidelines using specific tools and channels. You will be required to understand and stay updated on changing client policies and guidelines and investigate, resolve, and relay complex content issues to the broader Trust and Safety team. Additionally, your responsibilities will include: - Providing support to customers via live chat on various platforms - Responding to customer inquiries in a professional and timely manner - Assisting customers in troubleshooting technical issues, placing orders, providing product information, and resolving concerns - Identifying and resolving customer issues and complaints effectively - Escalating unresolved issues to higher-level support teams when necessary - Maintaining a calm, positive, and helpful attitude with all customer interactions - Staying updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information - Providing clear and concise explanations to customers regarding products, services, or policies - Managing multiple customer chats simultaneously while maintaining a high level of customer service - Ensuring that chat responses are efficient, clear, and accurate - Meeting performance metrics for response time, resolution time, and customer satisfaction - Documenting customer interactions accurately in the system - Logging all inquiries, complaints, and solutions provided for future reference - Maintaining detailed records of customer issues and feedback for quality and training purposes - Working closely with other team members and departments to ensure seamless service delivery - Sharing feedback, best practices, and insights with the team leader to improve overall team performance - Maintaining high levels of professionalism and ensuring that all interactions align with company standards and policies - Participating in regular training sessions to improve skills and knowledge Qualifications required for this position include: - 2-3 years of customer support experience via phone, email, and chat - Experience working with direct consumers in a B2C environment; B2B experience is an advantage - Strong communication skills with a proactive and positive approach to tasks - High attention to details and follow through - Ability to work both as an effective team player and independently - Proven ability to solve problems effectively - Professional customer service skills with a solutions mindset and passion for the customer experience - Robust multitasking skills, including the ability to log calls and interact with customers simultaneously - Strong coping, emotional resilience, and stress-management skills - Excellent comprehension, communication, and English language skills - Ability to perform duties objectively and in the best interest of client policies - Strong attention to detail and ability to analyze information from multiple streams - Strong critical thinking and decision-making skills - Computer proficiency and typing speed (minimum 30 WPM preferred) - Flexibility to work in rotational shifts, including weekends - Ready to work from the office - Experience in a voice process is a plus This role offers an opportunity to contribute to a dynamic team and make a difference in customer service through your dedication and skills.,