Live Chat Support, Quezon City

Description

Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
Address inquiries, concerns, and tech issues related to the POS system, hardware, and more
Prioritize both speed and quality of responses while aiming for effective resolutions
Handle phone calls when necessary to ensure comprehensive client support
Act as a liaison between clients and our internal teams, effectively conveying client needs
Collaborate with cross-functional teams to address and resolve client concerns
Continuously improve template messages for efficiency and consistency
Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options
Utilize client feedback to suggest improvements to our products and services
Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs
Disseminate product updates and important information in client group chats
Assist in onboarding potential new accounts referred by existing clients or related contacts
Identify upselling opportunities and contribute to customer expansion efforts

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