Brook Services

Compensation

Full Description

Position Overview The Chat and Email Support Representative provides prompt, accurate, and friendly assistance to customers through online chat and email. This role ensures a seamless customer experience by resolving inquiries, troubleshooting issues, and maintaining clear communication while adhering to company policies and service standards. Key Responsibilities • Respond to customer inquiries via chat and email in a timely and professional manner. • Provide accurate information regarding products, services, orders, and policies. • Troubleshoot and resolve customer issues efficiently, escalating complex cases when necessary. • Maintain detailed records of customer interactions and actions taken in the CRM system. • Ensure consistent and high-quality communication, representing the company professionally. • Follow up with customers to confirm resolution and satisfaction. • Meet key performance metrics such as response time, resolution rate, and customer satisfaction scores. • Stay updated on company products, promotions, and policies to provide accurate information. Required Skills and Qualifications • Excellent written communication and typing skills. • Strong problem-solving and multitasking abilities. • Customer-focused attitude with patience and professionalism. • Familiarity with chat support software (e.g., Zendesk, Intercom, LiveChat) and email management tools. • Ability to work independently and manage time effectively. • High school diploma or equivalent (Associate or Bachelor’s degree preferred). Preferred Qualifications • Previous experience in customer support or virtual assistant roles. • Experience with CRM systems and online support platforms. • Bilingual or multilingual abilities are a plus. • Ability to work flexible shifts, including evenings or weekends if required. Work Environment • Remote or office-based, depending on company policy. • Collaborative, fast-paced, and supportive team environment. • Requires reliable internet connection and a distraction-free workspace for remote roles. Compensation • Competitive hourly rate or salary based on experience. • Performance-based bonuses and career growth opportunities available.