Remote Live Chat Agent

Job Overview

Metrocast Cable Systems is seeking a motivated and customer-focused individual to join our team as a Remote Live Chat Agent. This is a Full-Time, fully remote position where you will be the first point of contact for our valued customers. As a leading provider of digital and telecommunication services, we are committed to delivering exceptional support. The ideal candidate will be an outstanding communicator with a passion for problem-solving and ensuring a positive customer experience with every interaction.

Responsibilities

• Engage professionally with customers via our live chat platform to resolve their enquiries in a timely and efficient manner.
• Provide accurate information regarding our products, services, and billing policies.
• Troubleshoot common technical issues related to internet, television, and phone services, guiding customers through step-by-step solutions.
• Process service changes, upgrades, and new orders accurately within our systems.
• Maintain detailed and precise records of all customer interactions and transactions.
• Strive to meet and exceed individual and team performance targets for customer satisfaction and resolution time.
• Collaborate with other departments to escalate and resolve more complex customer issues.

Qualifications

• Proven experience in a customer service or support role, with experience in a live chat or text-based environment being highly advantageous.
• Exceptional written communication skills with an excellent grasp of English grammar, spelling, and punctuation.
• Strong typing skills, with the ability to manage multiple chat conversations simultaneously without compromising on quality.
• A high level of empathy and the ability to maintain a professional and patient tone.
• Access to a private, quiet workspace and a reliable, high-speed internet connection.
• Self-motivated and able to work independently in a remote setting.
• Experience within the telecommunications industry is desirable but not essential.

Benefits

• A competitive hourly wage of $30 - $35 USD per hour.
• The flexibility of a fully remote working arrangement.
• A comprehensive initial training programme to ensure you are confident in your role.
• Opportunities for career development and progression within a growing organisation.
• A supportive and collaborative virtual team environment.