Chat Retail Agent

Job title: Chat Retail Agent
Location: UltraLag, Lagunilla, Heredia
Experience: 6 months of call center experience with chat experience
Education Qualification: High School Diploma
No of openings: 30

Roles and Responsibilities:

• Messaging associates assist customers via inbound emails, SMS and chat utilizing an array of tools to communicate effective solutions.
• Having a passion for effortless customer interactions, the art of building rapport with the customer, and a strong desire to ‘do more’ is imperative. 
• Interacts with customers via inbound chat, SMS and e-mail, must be able to wear headset and manipulate objects such as keyboard, and mouse.
• Analyzing and understanding the customers’ needs with great attention to detail, asking qualifying questions and presenting the appropriate services/products/solutions/suggestions with effortless customer experiences.
• Maintains excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
• Strong demonstrated ability to multitask, operating with multiple concurrent interactions and system interactions simultaneously
• Should have a penchant for detailed and accurate documentation and information sharing.
• Demonstrates the ability to establish and maintain effective relationships with customers and be the custodian and ambassador of the brand.
• Achieves overall performance goals of the organization.
• Regular, consistent, and punctual attendance.

Required Skills & Desired Skills

• Proficiency English Level >B2+            
• Minimum 6 months of call center experience with online messaging experience
• Minimum 12 months customer service experience
• Excellent overall tenure in job history
• Energetic, ambitious and team-oriented with a strong work ethic.
• Always a “customer first” approach and should be an advocate of white glove service.
• High level of Integrity, understand & abide by our business practices.
• Strong interpersonal skills and the ability to interact with both existing and new customers, as well as coworkers.
• High self-confidence, demonstrating accountability and ownership with a real solutions mindset
• Ability to multi-task in a high-speed working environment.
• Strong organizing skills, follow-up and time management.
• Superlative customer service skills channeled towards world-class customer experience.
• Confident, positive & persuasive speaking skills resulting in customer loyalty, effortless CX
• Excellent oral and written communication skills backed with good call control and consultative approach
• Effective listening skills, attentiveness, and time management.
• Willingness to learn (product specs, policies & processes), and improve.