Remote Chat Agent (P'tosh Hotels)

Remote Chat agents communicate with customers through live chat or email to answer questions, solve problems, and troubleshoot. Since they function on the front line of customer service, it’s important that chat agents be comfortable communicating directly with customers. Chat agents can work remotely or in a standard office environment, and are generally required to have customer service experience.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Qualifications

Chat agents are not required to have any level of college education. Instead, they’re usually required to have a high school diploma, GED, or equivalent. Chat agents may also be required to take a typing speed test. Although previous customer service experience is usually preferred, chat agents don’t need to undergo formal training prior to seeking employment.

Value