Brook Services – Chat and Email Support Representative
Remote | Full Time | Admin and Clerical | Entry Level
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.
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.
Application Process
- Submit your updated CV/resume through the application link provided.
- Complete a short questionnaire or skills assessment (if required).
- Attend a virtual interview with the hiring team.
- Successful candidates will receive an offer and onboarding instructions.
