Remote Web Chat Representative

? *Job Title: Remote Web Chat Representative**
? *Company: Cisco**
? *Location: San Diego, California, US...
? *Job Type: Part-Time**
? *Seniority: Associate Level**
? *Years of Experience: 3**
? *Job Overview:**
Cisco is seeking a highly motivated and energetic Web Chat Representative to join our dynamic customer support team. As a Remote Web Chat Representative, you will serve as the first point of contact for our customers via online chat. This role requires a strong ability to manage customer inquiries effectively while providing an exceptional service experience. Ideal candidates will be reliable, possess strong analytical skills, and demonstrate exceptional people management abilities across our digital platforms.

### **Key Responsibilities:**
• **Customer Engagement:**
• Provide prompt, friendly, and helpful support to customers via web chat, ensuring inquiries are addressed comprehensively.
• Engage with customers to understand their needs and deliver suitable solutions or escalate to the appropriate departments when necessary.

• **Issue Resolution:**
• Analyze customer concerns and resolve issues efficiently, reporting any recurring problems to the management team for further investigation.
• Maintain a high level of accuracy in documenting customer interactions and outcomes in the CRM system.

• **Product Knowledge:**
• Develop and maintain in-depth knowledge of Cisco products, services, and operational policies to offer informed and relevant advice to customers.
• Actively participate in training sessions, workshops, and product updates to stay informed of new service offerings and industry changes.

• **User Education:**
• Assist customers in understanding product features, functionalities, and benefits effectively, fostering a deeper customer connection.
• Create and suggest educational resources and FAQ documents to enhance customer self-service capabilities.

• **Feedback and Reporting:**
• Collect and relay customer feedback to management and relevant departments, contributing to continuous improvement of products and services.
• Monitor chat performance indicators and contribute to monthly performance review meetings.

### **Qualifications:**
• **Education:**
• Associate degree or equivalent experience in customer service, communications, or related field.

• **Experience:**
• Minimum of 3 years of customer service experience, with at least 2 years in a remote support environment preferred.

• **Technical Skills:**
• Familiarity with CRM tools and chat software platforms; experience with Cisco products is a plus.
• Proficient in Microsoft Office Suite and ability to learn new software quickly.

### **Personality Traits:**
• Energetic and enthusiastic attitude, capable of creating a positive chat experience for customers.
• Reliable, with a strong commitment to delivering high-quality service and support.

### **Soft Skills:**
• Excellent people management skills, showcasing the ability to empathize with customers and build rapport quickly.
• Strong analytical skills to evaluate customer needs and identify effective solutions.

### **Benefits:**
• Competitive retirement plan options.
• Life insurance coverage.
• Profit-sharing opportunities based on organizational performance.

### **Working Environment:**
At Cisco, we pride ourselves on fostering a supportive and encouraging work environment, emphasizing our commitment to the personal and professional development of all employees. We believe in empowering our team members to grow and succeed.

### **Application Deadline:**
Please submit your application by September 29, 2024, to be considered for this exciting opportunity.
? *Equal Opportunity Statement:**
Cisco is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.

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