Key Responsibilities :Responding to customer inquiries and resolving their issues through live chat in a timely and professional manner.Providing accurate and helpful information about products, services, and company policies.Assisting customers with placing orders, processing returns, and tracking shipments.Troubleshooting technical issues and providing step-by-step instructions to resolve them.Escalating complex or unresolved issues to senior support staff or supervisors.Maintaining a comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers.Proactively identifying and addressing customer concerns or issues to prevent potential escalation.Building rapport and establishing positive relationships with customers through effective communication and empathy.Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.Collaborating with other customer support team members and departments to ensure a seamless customer experience.Staying up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.Continuously improving knowledge and skills through training sessions and self-education to enhance customer support abilities.Striving to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.Adhering to company policies and procedures, including privacy and data protection guidelines, while handling customer information.Maintaining a calm and professional demeanor even in stressful or challenging situations.