Job Description

AstraZeneca Plc. are seeking a dedicated and customerfocused Live Chat Agent to join our customer support team. As a Live Chat Agent you will play a critical role in ensuring our customers receive prompt and efficient assistance through online chat and messaging platforms. Your primary goal will be to provide excellent customer service and resolve customer inquiries and issues in realtime.

Responsibilities

• Engage with customers through online chat and messaging platforms responding to inquiries providing information and offering assistance.
• Assist customers in navigating our products or services addressing their questions concerns and technical issues.
• Troubleshoot and resolve customer problems escalating complex issues to higher levels of support when necessary.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Document customer interactions including the nature of inquiries solutions provided and any followup actions.
• Meet or exceed performance targets including response time customer satisfaction scores and chat volume goals.
• Stay updated on product knowledge and company policies to provide accurate and uptodate information to customers.
• Collaborate with team members and other departments to ensure consistent and effective customer support.

Requirements

• High school diploma or equivalent; college degree preferred.
• Excellent written communication skills with a strong command of grammar and spelling.
• Previous customer service or chat support experience is a plus but not required.
• Strong problemsolving skills and the ability to think quickly and logically.
• Proficiency in using computers and familiarity with chat and messaging platforms.
• Ability to multitask effectively and handle multiple chat conversations simultaneously.
• Empathy patience and a customerfocused attitude.
• Willingness to work flexible hours including evenings weekends and holidays if required.
• Team player with strong interpersonal skills.
• Ability to adapt to changing processes and technologies.

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