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Chat Agent

2 weeks ago

Dubai, United Arab Emirates ACOUP Employment Services Full time

**Job Title: Chat Agent**

**Location: Dubai, UAE**

We are seeking a dedicated and customer-focused Chat Agent to join our call centre team. This role will primarily focus on handling client interactions through WhatsApp and other chat channels, ensuring excellent service and resolutions to customer queries and issues in real-time.
- Respond promptly and professionally to customer inquiries via WhatsApp and chat platforms.
- Provide accurate information about services, products, and policies.
- Handle multiple chat conversations simultaneously while maintaining quality responses.
- Identify and resolve customer concerns efficiently.
- Escalate complex issues to the appropriate team or department when necessary.
- Participate in regular team meetings and training sessions and work closely with team members to improve processes and enhance customer satisfaction.
- Meet or exceed performance targets, including response time, customer satisfaction scores, and chat volume goals.
- Strive for high customer satisfaction scores.

**Required Education & Qualifications**:

- Bachelors degree at minimum
- IELTS level 7 or CEFR C1 or above
- Proven experience in a chat or customer service role.

**Required Skills**:

- Excellent written communication skills with a strong command of grammar and spelling.
- Ability to manage multiple conversations efficiently while maintaining high attention to detail.
- Familiarity with chat platforms, CRM systems, ticketing tools; ability to quickly learn new software and systems.

**Any additional requirements**:

- Typing speed at least 40-50 WPM (words per minute)