Chat Agent Duties and Responsibilities
To keep customers happy and successfully solve any problems that may arise, chat agents perform a range of tasks. Based on the job listings we analyzed, chat agents are expected to take on these duties and responsibilities:
Receive and Promptly Respond to Customer Queries
Whether chat agents are contacted by email or live chat, they must make a continual effort to respond to customers as quickly as possible. Once they receive a message from a customer, they must listen carefully to the customer’s question or complaint before following protocol in order to resolve the issue or answer the question.
Document Issues and Resolutions
In addition to providing real-time support, chat agents thoroughly document each customer’s question or problem as well as the resulting answer or solution. This way, chat agents can help improve their organization’s overall functionality and efficiency.
Learn About New Products and Services
In order to help customers as effectively as possible, chat agents must make an effort to remain up to date on all the products and services that their organization offers. It’s especially important for chat agents to learn about new products and services, which customers may be more likely to ask questions about.
Develop Customer Service Solutions
Since they serve as their organization’s first point of contact with its customers, chat agents may be asked to make suggestions about how their organization can improve its customer service. Thus, chat agents should keep track of general patterns when communicating with customers.
Identify Possible Website Errors
As we mentioned above, chat agents are often the first person that a customer will speak with. Because of that, chat agents are the first people within their organization who will be alerted of website errors and other technical problems. If chat agents receive multiple queries about the same issue, they must report the issue to the IT department in order to solve the problem as quickly as possible.
Job Types: Full-time, Fresher
Salary: ₹25,000.00 – ₹29,000.00 per month
chat process: 1 year (Preferred)
troubleshooting: 1 year (Preferred)
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