💡What we do?

Chat Support – Scope of Work, Duties, and Responsibilities

Chat Plus is an effective platform for building long-term relationships with users by delivering fast response times and advanced support features. The role of Chat Support is to ensure a seamless customer experience by handling inquiries, resolving concerns, and providing accurate, timely information.

Scope of Work

1. Shift Handover and Coordination

   • Allocate 15 minutes at the start of each shift to review and discuss necessary actions, pending tasks, and cases requiring escalation with the outgoing team.

   • Communicate with the previous shift to ensure smooth handover of ongoing cases, issues, and follow-up actions.

2. Reporting and Documentation

   • Send a productivity report at the end of each shift, outlining completed tasks, handled interactions, and key performance data.

   • Record any significant customer issues or feedback to support continuous service improvement.

3. Operational Responsibilities

   • Stay updated on product knowledge and service protocols to ensure accurate and effective support.

   • Actively monitor chat queues, prioritize urgent cases, and respond promptly to meet Service Level Agreement (SLA) standards.

   • Adhere to a 12-hour duty schedule, ensuring punctual arrival and departure to maintain team efficiency.

Duties and Responsibilities During Shift

• Engage directly with customers to resolve inquiries and issues within SLA timelines.

Proactively seek assistance from Team Leaders (TL) or Sub-Team Leaders (STL) for complex or unfamiliar cases to prevent negative outcomes.

• Deliver inclusive, understanding, and customer-focused service to ensure high satisfaction ratings (CSAT).

• Escalate unresolved concerns to the appropriate department when necessary.

• Minimize missed chats to improve and maintain average CSAT performance.

• Stay informed about ongoing promotions across the Group 646, 291, PH143, and VPBET platforms to communicate them effectively to customers.

• Leverage customer feedback to identify opportunities for service enhancement.

• Maintain a friendly, professional, and welcoming tone in all interactions.

• Consistently provide an exceptional customer service experience for all players.