Job Description

OVERVIEW OF THE POSITION

The Chat Support Agent is responsible for monitoring and responding to inbound lead messages and calls appropriately according to SOP’s.. By combining human expertise and AI efficiency, the CRO agent will support the automation process to ensure that leads are able to successfully complete the desired action and all other inquiries are fielded accordingly. In conjunction with the AI chatbot and a seamless handover, the Chat Support Agent will deliver an enhanced customer service experience.

RESPONSIBILITIES

• Promptly respond, within 10 minutes of notification, to leads and assist in booking appointments for our financial advisor clients.
• Answer inbound phone calls and properly field inquiries based on SOP’s.
• Provide excellent and personalized customer service through professional, engaging and friendly assistance.
• Deliver consistent support to ensure every customer gets the help they need.
• Follow established processes and contribute to the improvement of workflows as demands change.
• Assist in the optimization of the chatbots ability to understand customer intent
• Provide feedback on the efficiency of the AI booking bot and the customer service process.
• Review, investigate and resolve inquiries regarding appointment scheduling.
• All other duties assigned by management.

REQUIREMENTS

• High school diploma or equivalent experience
• Experience with on-line systems and livechat is preferred
• Able to multitask and successfully navigate multiple software programs while communicating effectively with customers
• Excellent command of the English language both written and spoken
• Ability to work successfully in a remote work environment while adhering to job and customer expectations.
• Ability to troubleshoot and problem solve quickly and effectively and work independently with minimal supervision.
• Attention to detail and the ability to follow SOPs.
• Computer literate with a proven ability to learn and effectively use various software applications.
• Must have home office equipment/computer and high speed-internet.

Job Types: Full-time, Contract

Benefits:

• Work from home

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

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