Online Chat Operator

About the Position

We are looking for a dedicated Online Chat Operator to join our team. As a Chat Operator, you will provide exceptional customer support, handle multiple chats, and assist with technical issues. This is a remote position with flexible shifts.

Responsibilities

• Provide customer consultations via chat regarding company products.
• Assist customers with website navigation and technical support.
• Identify optimal solutions to customer questions and issues with a high level of politeness and attentiveness.
• Collaborate with other departments to resolve customer requests.
• Provide up-to-date information about current promotions and offers.
• Perform sales in accordance with internal algorithms.
• Record and process customer inquiries in the CRM system, ensuring accuracy and completeness of data.
• Adhere to the company’s internal standards, procedures, and policies.
• Complete tasks and assignments from the supervisor within established deadlines.
• Be punctual and follow the assigned work schedule.
• Participate in training sessions, workshops, and meetings upon the company’s request.
• Maintain team collaboration and workplace discipline.

Requirements

• Fast typing speed (200+ characters per minute)
• Effective multitasking: ability to handle multiple chats, work with CRM/knowledge bases, and switch tasks without quality loss.
• Problem-solving mindset and customer orientation: Experience and skills in resolving challenging situations. Ability to effectively identify, analyze, and resolve customer issues, demonstrating a deep commitment to achieving positive outcomes.
• Active engagement in work.
• Experienced PC user (understanding of VPNs, internet connectivity, basic troubleshooting).
• Own equipment (PC/laptop with Windows 10/11, stable internet connection).
• Language proficiency: excellent written skills in English and French, knowledge of both formal and informal styles.

Nice to Have

• Customer support experience is a plus but not required - full training provided.
• Willingness to work in shifts, including night shifts.

Soft Skills

• Excellent communication skills: ability to interact with clients effectively and professionally, ensuring data privacy and security.
• Handling negativity and conflict situations: Ability to maintain emotional resilience when dealing with aggressive or dissatisfied clients, proficiency in active listening techniques and constructive dialogue. Ability to remain calm, control tone, and avoid provoking escalation.
• Empathy and emotional intelligence: ability to recognize client mood, provide reassurance, support, and guide toward constructive dialogue.
• Customer orientation and problem-solving: Demonstrates the ability to effectively identify and analyze customer issues, showing active interest in their needs and concerns, as well as the ability to find optimal solutions to ensure customer satisfaction.

We Offer

• Ongoing support and guidance throughout your work.
• Training and development opportunities.
• Potential for career growth and professional advancement.
• Paid annual leave, sick leave.
• 5/2 daily shifts of 9 hours, including a lunch and coffee breaks.
• Remote work format (work from home).
• Competitive salary + Bonuses.

About the Company

Join our team and be part of a dynamic and supportive environment where your skills will be valued and your career will grow.