The Keyloop Chat Analysts are the first point of contact for all customers who engage in an online chat with our subscribed dealerships. The team offers bilingual services, although not all members of the team are bilingual. The team’s primary goal is to connect customers with salespeople at dealerships who subscribe to Keyloop Chat. If salespeople are not available to chat, the team becomes responsible for gathering as much information as possible about the customer’s request and generating a new opportunity for the dealership.

We are looking for positive and proactive Customer focused online agents to join a busy team responding to customer enquiries. We are looking for professional and ambitious people who are passionate about delivering an amazing customer service experience on behalf and for our clients. The Online Agent service is available 24/7 therefore we are looking for agents to work across several shift patterns. The typical shift patterns are: -

• 09:30 – 18:30

• 12:30 – 21:30

• 14:30 – 23:30

• 21:00 – 06:00

Main Duties / Responsibilities:

• Handle customer chats for any Keyloop Chat customers within agreed SLAs
• Data analysis collection and building of mystery shop tasks
• Perform other tasks as required, including tasks for other departments
• Review and critique other chats to ensure a high level of quality
• Expected to provide service and solution at the first contact, with accurate and efficient case resolution
• Seeking coaching guidance when appropriate and assisting customers accordingly.

• Works in a team environment with competing priorities

Qualifications:

• BTECH or Master’s Degree in Engineering, Computer Science
• BSc [Computers] / BCA

Experience: (Fresher/experience in customer chat handling)

Skills (In Priority Order):

• A typing speed of at least 45-50 WPM
• Strong written communication, including outstanding grammar, spelling, and vocabulary
• Familiarity with common application suites in a Windows environment
• Professional and courteous manner in handling chats in a variety of situations
• Flexible schedule, including the ability to work overnight and on weekends
• Punctual and reliable for scheduled shifts
• Possesses a strong customer focus
• Professionalism in tone, grammar and overall way customers are addressed to ensure an exceptional customer experience and adherence to Keyloop brand standards
• Multi-tasking, handling multiple conversations at once, seeking multiple pieces of information while maintaining fluid conversations online
• A positive attitude and high degree of professionalism
• Ability and desire to provide excellent client service
• Ability to make sound decisions in a manner consistent with the essential job functions
• Self-motivation and the ability to work independently and as part of a team
• Exceptional attention to detail, accuracy in data and problem-solving skills
• Ability to learn new processes and adapt to change
• Experience in a fast-paced data entry environment
• Analytical, problem-solving skills and pays attention to detail
• Working knowledge of Microsoft office suites (Word, Excel, Outlook)

Online chat support analyst