💡What we do?

Chat plus is a great way to build long-term relationships with users, with a faster response time and advanced features.

Chat Support Work Scope:

  • Allocate 15 minutes to pass on necessary actions, to-do lists, and cases that must be escalated to the next shift. Before starting work, discuss with teammates from the previous shift any ongoing cases, issues, and follow-up actions required.

  • Send hourly reports to provide updates on ongoing cases, customer interactions, and any challenges faced during the shift.

  • Before your shift ends, ensure you send your productivity report as part of your performance evaluation, detailing your completed tasks and interactions.

  • Stay updated on product knowledge and service protocols to provide accurate information and effective support to customers.

  • Document any significant issues or feedback received from customers to contribute to ongoing service improvement efforts.

  • Actively monitor chat queues and prioritize urgent cases to ensure prompt responses and resolutions for customers.

  • Adhere to a 12-hour duty schedule, ensuring timely arrivals and departures to maintain team efficiency.

Your Duties and Responsibilities as Chat Support During Shift

  • Please communicate with the players to resolve their issues and be able to resolve every chat being handled.

⚠️Do not hesitate to ask for help with your TL or STL, if the problem is complicated or not yet encountered. To avoid a negative outcome.

  • Ability to keep customers happy by being inclusive and understanding, ensuring excellent customer service within SLA time.

  • Address customer concerns promptly and accurately, and escalate them to the designated department when necessary.

  • Minimize missed chats to maintain a good average CSAT percentage, aiming for continuous improvement.

  • Familiarize yourself with the ongoing promotions of the handled platform to effectively communicate them to customers.

  • Utilize customer feedback to identify areas for improvement in service delivery.

  • Engage with customers in a friendly and professional manner, creating a welcoming atmosphere.

  • Must provide an exceptional customer service experience for all of our Group 646, 291, PH143 & VPBET player.

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