Retail Chat Support Specialist

Successfactors

New South Wales

On-site

AUD 52,000 - 75,000

Full time

5 days ago

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Job summary

Successfactors is seeking a customer service representative to support visitors via the website chat system and handle inquiries from marketing-driven prospects. You will be the first line of contact, delivering polite, professional service while gathering information to refer visitors for the right information.

You must have strong computer and typing skills, excellent research abilities, and the capacity to multitask across multiple chat windows.

Qualifications

Experience supporting using the website chat system.
Excellent research skills to discover information about the business.
Strong customer service skills and polite, professional communication

Responsibilities

Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
Resolve complaints and customer problems efficiently while maintaining satisfaction.
Perform basic billing duties, including processing transactions and refunds and researching billing discrepancies.
Provide customers with status reports on shipments and assist with packaging and shipping as needed.
Update customer databases with contact details, complaints and resolutions, billing information, and auto-shipment enrollment.
Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
Analyze and set personal and departmental performance goals to improve customer satisfaction.
Participate in weekly interdepartmental meetings and report on customer issues and resolutions.