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. The ideal candidate will be the first point of contact for our online customers, providing timely and accurate assistance to ensure an outstanding customer experience. This role is crucial for maintaining our reputation for excellent service and for driving customer satisfaction.

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.

Benefits

• A competitive hourly wage.
• Opportunity to be part of a supportive and knowledgeable team in a growing organisation.
• Comprehensive training on our products, services, and systems.
• Opportunities for professional development and career progression.