Blockchain Community Moderator  

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.

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Has minimum of 1 year experience with BlockChain
• Ability to work independently, adhere to work schedule and manage regular duties with virtual supervision and support
• Above-average computer literacy and ability to navigate systems and utilize windows- based applications and perform minor trouble-shooting actions
• Remote agents are expected to provide their own equipment to support work-from-home
• Must be able to read, speak and write in English
• Must be able to type 50 WPM with 0 errors
• Must be proficient on the computer which includes being able to navigate around the web
• Must be motivated and sales driven
• Interpersonal skills and strong communication skills is a must!
• Must be able to multitask
• Identify and handle all customer inquiries completely and accurately via Phone, Email and/or Chat as determined by the business needs
• Resolve customer complaints and problems to the satisfaction of the customer and escalate as needed to a call center lead agent or supervisor
• Utilize customer service and sales skills to optimize the opportunity of each customer contact
• Educate and recommend Carter’s and OshKosh products to the customer maximizing opportunities to upsell or cross-sell company products and services
• Schedule, assign or act on any required customer follow-up in accordance with Contact Center guidelines
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information per standard operating procedures
• Utilize contact centre CRM technology and tools as directed and within established guidelines
• Maintain confidentiality of the organization’s customer data
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Successful employees must communication, have consistent and regular attendance, exhibit a positive attitude and meet KPI goals for quality and productivity