Remote Chat & Email Support Representative
The Remote Chat & Email Support Representative will serve as the first point of contact for customers seeking assistance with products, orders, technical issues, or account-related inquiries. This role focuses on providing timely, professional, and empathetic responses through chat and email channels, ensuring a seamless and positive customer experience.
Responsibilities
Respond promptly to customer inquiries via live chat and email in a professional and friendly manner.
Identify and assess customers’ needs to provide accurate information, solutions, or escalation when necessary.
Maintain in-depth knowledge of company products, services, and energy manufacturing processes to support customer queries effectively.
Collaborate with internal teams (technical support, logistics, and sales) to resolve complex customer issues.
Accurately document customer interactions and feedback in the CRM system.
Meet or exceed daily response time, quality, and customer satisfaction targets.
Monitor and follow up on pending issues to ensure timely resolution.
Contribute to the improvement of support processes by sharing insights and feedback.
Qualifications & Skills
High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
1–2 years of experience in online customer support (chat/email) or a similar role, preferably in the energy, manufacturing, or industrial sector.
Excellent written communication and interpersonal skills.
Strong problem-solving abilities with attention to detail and accuracy.
Ability to multitask and manage multiple conversations efficiently.
Tech-savvy and comfortable using CRM, ticketing systems, and communication platforms.
Self-motivated, dependable, and able to work independently in a remote environment.
Flexible to work across different time zones, including weekends or holidays if needed.
