CHAT SUPPORT AGENT

Chat Support Agent

Debiopharm is seeking a dedicated and articulate Chat Support Agent to join our growing team. This is a full-time position based in Virginia Beach, Virginia, United States. We are a forward-thinking organisation committed to delivering exceptional customer experiences. The ideal candidate will be a tech-savvy professional with a passion for helping others. In this role, you will be the first point of contact for our customers, providing timely and effective solutions via our live chat platform. The offered compensation for this role is between $25 and $35 USD per hour.

Responsibilities

• Engage with customers in a professional and friendly manner through live chat to answer questions and resolve issues.
• Provide accurate, valid, and complete information by using the right methods and tools.
• Identify and assess customers' needs to achieve satisfaction.
• Troubleshoot product and service problems by clarifying the customer's complaint, determining the cause of the problem, and explaining the best solution.
• Keep records of customer interactions and process customer accounts.
• Follow communication procedures, guidelines, and policies consistently.
• Collaborate with other team members and departments to optimise the customer experience.
• Provide feedback on the efficiency of the customer service process.

Qualifications

• Proven experience in a customer support role, preferably as a chat support agent.
• Exceptional written communication and interpersonal skills in English.
• Strong typing skills with a high degree of accuracy.
• Familiarity with CRM systems and practices is advantageous.
• Excellent problem-solving skills and the ability to think on your feet.
• A patient and empathetic attitude towards customers.
• Ability to multitask, prioritise, and manage time effectively.
• A minimum of a high school diploma or equivalent is required.

Benefits

• A competitive hourly wage and regular performance reviews.
• Comprehensive benefits package including health, dental, and vision plans.
• Generous paid time off and holiday allowance.
• Opportunities for continuous learning and professional growth.
• A positive, supportive, and collaborative company culture.