Customer Experience Specialist (Chat)

Role Brief:You’ll need to collect and analyze information from customers to offer the best resolution, you’ll support our customers via phone and handle disconnection issues and offline tasks alongside Covering operational outbreaks, Resolving and coordinating customer support requests.What you will be working on here in Koinz:Managing Customer inquiries, through emails and chats and delivering superior customer experience by providing product information, solving problems, and processing orders.Demonstrating exemplary customer service skills in every interaction and ensuring timely, one-contact resolution with customers.Managing merchant's inquiries and live orders operations.Effectively de-escalate customer issues using empathy and conflict resolution skills.Utilize effective time management and prioritization skills to handle a high volume of chats/calls in a fast-paced environment.Ability to identify and report any critical or reoccurring customer service issues to Supervisor.Communicate with internal teams to ensure project delivery, negotiate delays or resolve roadblocks.Maintain procedural documentation for reference purposes.Support day-to-day coordination of operational activities.Coordinate project tasks within budget and timelines.Manage business operations so that they meet company goals and customer expectations.Create compliance between operations and company standards or legal requirements.Maintain procedural documentation for reference purposes. What you will need to fit in this position:A bachelor's degree.Have experience before in live chat or live orders (dashboards) or community support.Strong PC skills including internet and windows-based applications Strong verbal and written English communication skills including de-escalation skills.Fresh grads can apply.Experienced in Direct contact experience with customers.Keyboarding skills.Experience in the F&B field is a plus.