Live chat operator jobs in Finland
Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.
Live chat operator - Which skills are essential?
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Execute multiple tasks at the same time, being aware of key priorities.
Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
Strive to understand and give sense to written communication either live, emails, and texts. Confirm with the recipient whether the assumption made based on the communication are valid and reflect the meaning of the sender.
Draft concise and to-the-point answers in order to reply, in a written form, to entering inquiries formulated in written formats as well.
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
Change approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
Use, manage and work with public and private online services, such as e-commerce, e-governance, e-banking, e-health services.
Type texts accurately at a high speed.
Utilise computers, IT equipment and modern day technology in an efficient way.
Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
Handle inquiries or information independently with little or no supervision. Depend on one's self to communicate with others and perform daily tasks such as working with data, creating reports, or using software.
Chat online using dedicated chat websites, messenger applications or social media websites.
Live chat operator - Which skills are useful but not essential?
Techniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
Have patience by dealing with unexpected delays or other waiting periods without becoming annoyed or anxious.
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
The functioning and methods used to manage electronic purchases.
Respond to customers' inquiries and provide customers with appropriate information.
Operate communication devices in order to interact with customers, colleagues, and others.
Apply techniques of communication which allow interlocutors to better understand each other and communicate accurately in the transmission of messages.
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
Deliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their needs.
Apply sales techniques to sell additional products or services to current customers.
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
Prioritise incidents and requests reported by customers or clients. Respond professionaly and on time
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.