SBT Co Ltd

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Job Title: Customer Support Executive - Livechat

Job Description:

Duties & responsibilities:

   Ensuring good quality service level by ensuring courteous and prompt response.
   Ensuring that all queued customers are entertained through live chat and no one has left the chat without the query being answered.
   Forward all email quotations received from customers to the respective sales team.
   Agent must be hands on with the knowledge of all country’s import policies for educating customers.
   Maintaining strong communication & coordination with all stake holders including other back office departments.
   Agent shall be working in un-assigned markets for developing business by increasing customers and sales.
   Must be able to work in extra hours and shift rotations (Day & Night)
   24/7 operations including weekends/national/public holidays.
   To remain updated with all markets import policies and procedures.
   Ensure timely sharing of Live chat leads and complaints to sales team.
   Keep accurate records and document customer service actions and discussions.
   Handling complaints and queries (from customers and staff).
   Other tasks given by the immediate report from time to time.

Required Qualification:

   2-3 years of core Livechat experience in the field of Inbound/Customer Services
   Minimum bachelor’s degree
   Perfect command of the English language (verbal and written both)
   Fast typing skills is a plus (40 WPM)
   Hands-on experience of CRM/Livechat systems
   Proficiency in Microsoft Office

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Experience: 2-3 years

Skills: N/A