Job Description

 

GSR Group proudly owns and operates Wingstop franchise locations, providing outstanding food and exceptional service to our guests. We’re expanding our support team to include a Live Chat Representative who will serve as the first point of contact for customers reaching out through our online platforms. This role is essential in ensuring a seamless and positive experience for every guest, whether they’re asking about menu items, orders, or employment opportunities.

Job Details

• Job Title: Chat Agent
• Job Type: Full-time
• Job Category: Customer Service

Job Summary

We are seeking a reliable, articulate, and customer-focused Chat Agent to provide real-time support and assistance to clients through online chat platforms. The ideal candidate will possess strong communication and problem-solving skills, ensuring every interaction delivers a professional and satisfying customer experience. As a Chat Agent, you will represent the company’s voice, respond to inquiries, resolve issues, and provide accurate information promptly and efficiently.

• Respond to customer inquiries via live chat, messaging platforms, or email in a timely and professional manner.

• Provide accurate information about products, services, orders, or company policies.

• Handle multiple chat sessions simultaneously while maintaining attention to detail and professionalism.

• Identify customer needs, provide appropriate solutions, and ensure satisfaction with each interaction.

• Escalate complex or unresolved issues to higher support levels or management as needed.

• Maintain up-to-date knowledge of company offerings, promotions, and procedures.

• Accurately document customer interactions, feedback, and resolutions within internal systems.

• Collaborate with team members and departments to improve response processes and customer experience.

• Meet or exceed established performance metrics, including response time, accuracy, and customer satisfaction scores.

• Uphold company standards for tone, accuracy, and professionalism across all written communications.

• Excellent written communication skills and attention to grammar, spelling, and tone.

• Strong problem-solving and critical-thinking abilities.

• Ability to multitask and manage multiple chat sessions efficiently.

• Customer-oriented mindset with patience and empathy.

• Proficiency with computers, web browsers, and customer service software or CRM tools.

• Ability to adapt quickly to new tools, systems, or procedures.

• Prior experience in customer service, live chat, or online support is preferred but not required.

• High school diploma or equivalent required; additional education or training in communication or business is a plus.

• Fully remote or hybrid depending on company structure.

• Requires a quiet workspace, stable internet connection, and reliable computer.

• Flexible schedules may be available to accommodate different time zones.

• Paid training and onboarding provided for new hires.

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