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Chat Support

2 weeks ago


Kolkata, India YoForex Full time

Company Description

YOFOREX is a dynamic trading company based in Kolkata, specializing in the forex market. We offer innovative tools and strategies to empower traders of all levels, guiding them through the complexities of global currency trading with confidence. Our focus on excellence and customer success drives us to provide reliable, high-performance solutions tailored to the evolving forex landscape.


Role Description

This is a full-time on-site role for a Chat Support position at YOFOREX in Kolkata. The Chat Support team member will be responsible for providing technical and customer support, troubleshooting issues, and maintaining clear and effective communication with traders.


Qualifications

  • Respond to customer inquiries in real-time via live chat on the company's website or other communication platforms.
  • Assist customers with product-related queries, technical support, troubleshooting, and general inquiries.
  • Provide accurate information and solutions based on company guidelines and available resources.
  • Maintain a professional, friendly, and helpful tone in all chat interactions.
  • Resolve customer issues in a timely and efficient manner, escalating to the appropriate team or department when needed.
  • Monitor chat queues and ensure response times meet service level agreements (SLAs).
  • Document customer interactions, feedback, and solutions in the CRM system.
  • Collaborate with team members and other departments to improve the overall customer service process.
  • Stay updated on product and service changes to provide relevant and current information to customers.
  • Handle high volumes of customer interactions while maintaining quality of service.
  • Ensure customer satisfaction through positive and effective communication.

Requirements:

  • Proven experience in customer service or chat support roles (preferred).
  • Excellent written communication skills with attention to detail.
  • Ability to handle multiple tasks simultaneously and meet deadlines.
  • Strong problem-solving skills and the ability to remain calm under pressure.
  • Proficiency in using live chat systems, CRM software, and other customer service tools.
  • Ability to work independently and as part of a team.
  • Strong interpersonal skills and a customer-focused approach.
  • Flexibility to work in shifts, including evenings and weekends, as needed.