JOB RESPONSIBILITIES


Handle Live chat Tickets -Respond promptly and professionally to customer inquiries received through the live chat system.
Provide accurate information, troubleshoot issues, and escalate complex cases to the appropriate department where necessary
WhatsApp chats -Engage with customers via WhatsApp, offering real-time assistance and support
Maintain a friendly, clear, and professional tone that aligns with the company's customer service standards.
Customer issue follow Up -Take ownership of unresolved issues by following up with customers until resolution is achieved.
Provide timely updates to customers on the status of their queries. 
Attaining the required Customer satisfaction rate -Deliver service that meets or exceeds the required customer satisfaction rate as measured by feedback surveys and internal performance metrics.
Actively listen to customer concerns, show empathy, and provide solutions that build trust and loyalty.
Recommend process improvements based on recurring customer feedback.Perform physical stock counts and confirm alignment with system records.
Attain daily clearance and response rate below 3min -Aim for complete clearance of pending tickets and chats daily, ensuring no backlog.
Maintain an average first-response time of under 3 minutes across all communication channels (live chat and WhatsApp).
Use time management and multitasking skills to balance multiple customer interactions simultaneously without compromising quality.


REQUIREMENTS


Degree or diploma in a Business related Course.
Experience in a similar role:Previous experience in a similar role involving live chats.
Good Customer Service Skills: Ability to provide excellent service by understanding customer needs, offering timely solutions, and maintaining a positive, professional demeanor. Good communication skills:Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
Problem solving skill:Ability to quickly analyze customer issues, identify the root cause, and provide effective solutions.