About the Role
We are looking for talented people to work as Click to Chat Representatives. We need enthusiastic team members who can help us capture the energy and initiative required to provide exceptional customer service/sales every day. Our live chat portal is intended to assist customers as they browse our website through live chat. As a Chat Representative, you would be in charge of identifying customer needs and determining appropriate resolution actions. You will also assist in the identification of process improvement recommendations that will drive customer satisfaction and advocacy.
Responsibilities
- Respond to multiple inbound chats; gather and verify required information as appropriate.
- Identify current and prospective customer needs and determine appropriate solutions to resolve all issues and concerns as well as qualify leads and explain type of service or product offered that may be beneficial to the customer
- Communicate information and answer questions regarding current promotions and new or upgraded products.
- Complete system documentation and tasks to assure follow through of appropriate actions.
- Leverage tools and processes (including prepared responses) appropriately.
- Strive to meet defined metrics for productivity, quality, and customer experience.
- Maintain thorough systems, network and product knowledge.
Requirements
- High School diploma or equivalent required
- U.S. Citizen
- At a minimum, an individual must be able to type 35 WPM efficiently
- Excellent grammar and spelling skills
- Ability to recognize consultative upsell/cross sell opportunities
- Ability to provide a high-level of accuracy with excellent attention to detail
- Excellent interpersonal communication skills (i.e., verbal, written, listening)
- Excellent research and customer service problem solving skills required
- Satisfactorily meeting job performance expectations for current position
- Experience with Word, Excel and Windows
About the Company
Appen USA is proud to be an equal opportunity employer. Appen USA embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don’t take our word for it, check out some of the diversity and women in leadership awards on appenus.com.