Online Customer Service Agent (Remote)

Virion is seeking an Online Customer Service Agent to support their website chat system. The role involves interacting with customers, resolving complaints, and performing basic billing duties while ensuring a high level of customer satisfaction.

Responsibilities:

• Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed
• Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business
• Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges
• Provide customers with status reports on shipments, and help to package and ship products as needed
• Update customer databases, including contact details, past complaints and resolutions, billing information, and auto-shipment enrolment
• Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times
• Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance
• Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved

Requirements:

• High school certificate or equivalent
• Ability to comfortably sit for long periods of time
• Attention to details
• Good Computer and Typing Skills
• Comfortable desk and good Internet connection
• Strong interpersonal skills
• Ability to resolve conflict and de-escalate tense situations
• Previous customer service experience