Online Chat Billing Support Agent (Freelance) at OA Digital Media Limited

Position Summary

The Online Chat Billing Support Operator will be responsible for assisting customers with billing inquiries via chat support. This individual will need to be a highly motivated, self-starter able to identify and develop new business prospects from multiple sources. You will report directly to the Customer Service Manager.

Key Responsibilities

Customer Support

•    Assist customers in real-time via online chat.
•    Resolve billing issues, including disputes, payments, and adjustments.
•   Explain billing cycles, procedures, and other general queries.

Data Entry

• Accurately enter customer information, transaction records, and chat logs into the company CRM.

Issue Resolution

•  Identify, troubleshoot, and guide customers through inquiries until they are fully resolved.
• Escalate complex issues to the appropriate department as needed.

Compliance

•  Follow all procedures and guidelines while maintaining customer confidentiality.
• Adhere to federal, state, and company policies, objectives, and protocols.

Cross-Selling

• Inform customers about new promotions, products, and services where applicable.

Team Collaboration

•  Work closely with other departments to ensure consistent and accurate customer service.
• Attend regular training sessions and team meetings.

Quality Assurance

•  Continuously strive to improve the chat experience for our customers.
• Participate in regular audits to ensure accuracy and quality in customer service.

Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• Minimum 2 years experience in a customer service role, preferably in billing.
• Strong written communication skills.
• Ability to multitask effectively.
• Proficient in Google Suite and customer management software.
• Familiarity with Internet service packages and billing cycles is a plus.

Skills

• Attention to detail
• Excellent communication skills
• Problem-solving
• Time management
• Teamwork
• Basic computer literacy
• Compensation and Benefits
• Competitive salary
• Paid time off and holidays
• Career advancement opportunities