Live Chat Support

Job Overview

Reliable Forklift Sales is a leading distributor of machinery and equipment, specialising in the sales, rentals, and service of forklifts and material handling products. We are dedicated to providing exceptional solutions and customer support to a diverse range of industries across North America. We are currently seeking a motivated and articulate Live Chat Support professional to join our dynamic team.

Responsibilities

• Engage with customers in a professional and friendly manner through our live chat platform.
• Promptly respond to customer enquiries regarding product information, sales, rentals, and service options.
• Provide accurate information about our range of forklifts and material handling equipment.
• Aid customers with basic troubleshooting and guide them toward effective solutions.
• Identify and escalate complex issues to the appropriate internal teams for resolution.
• Maintain detailed and accurate records of all customer interactions within our CRM system.
• Work to meet and exceed key performance indicators, including response times and customer satisfaction scores.
• Develop a comprehensive knowledge of our products and services to effectively support our customers.

Qualifications

• Proven experience in a customer service role, with direct experience in live chat support being highly desirable.
• Exceptional written communication skills, with a strong grasp of English grammar, spelling, and punctuation.
• Excellent typing speed and accuracy.
• Strong problem-solving abilities and the capacity to think critically under pressure.
• Proficient in using computers and familiar with customer support software and CRM systems.
• The ability to multitask effectively, managing several chat conversations simultaneously without compromising on quality.
• A customer-focused attitude with a genuine desire to help.
• Experience or interest in the industrial equipment or machinery sector is considered an advantage.