Remote Customer Support Agent – Live Chat

Our name says it all Tender Loving Care at Home. Here at TLC Home Care we pride ourselves on having excellent customer service and caregiver selection. We are compassionate about what we do and know first hand the challenges involved in selecting good caregivers. We have a lot of experience and a long history coordinating care for clients, family members and caregivers and facilities. We understand that this is a very difficult time in your loved ones life but we will strive to bring the most qualified caregivers who truly love what they do and are excited about providing the best personal care services.

We are seeking a dedicated and motivated Remote Customer Support Agent – Live Chat to join our Customer Support team. In this role, you will be responsible for providing world-class service to our customers by addressing their inquiries, resolving issues, and ensuring a seamless experience. As a key representative of our brand, you will engage with customers exclusively through live chat, showcasing excellent communication skills and problem-solving abilities. This is a full-time, hourly position that allows you to work remotely while delivering exceptional support in English.

Responsibilities:

• Actively respond to customer inquiries through live chat in a prompt and professional manner.
• Resolve customer concerns and issues efficiently, ensuring a positive customer experience.
• Collaborate with team members and other departments to address complex customer concerns.
• Document and track customer interactions accurately in the system for internal records.
• Provide guidance on company products or services, using your expertise to tailor solutions to individual customer needs.
• Maintain a deep understanding of company policies and procedures to effectively assist customers.
• Identify trends in customer queries and feedback, and escalate repetitive issues to management for resolution.
• Consistently meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction.
• Contribute to a culture of support excellence by sharing knowledge and best practices with team members.

Qualifications

• Proven experience in customer service or support, preferably in a live chat setting.
• Exceptional written communication skills in English, with the ability to articulate complex ideas clearly and concisely.
• Strong problem-solving skills and a proactive approach to resolving customer issues.
• Ability to multitask and manage time effectively in a remote work environment.
• Familiarity with customer support tools and platforms, such as live chat software or CRM systems.
• A customer-first mindset and commitment to delivering excellent service.
• High attention to detail and organizational skills.
• Ability to work flexible hours, including evenings and weekends, as needed.
• Reliable internet connection and a dedicated workspace suitable for remote work.