Customer Support

Atlas HXM is seeking a Online Chat Representative (Help Agent) to join our dynamic customer service team. The ideal candidate will have excellent communication skills, a customer-first mentality, and the ability to assist clients efficiently through online chat channels. This position is perfect for individuals who are tech-savvy, enjoy problem-solving, and have a passion for delivering high-quality customer support in a fast-paced, digital environment.

Key Responsibilities

Customer Interaction: Respond to customer inquiries via live chat, providing timely and accurate information on products, services, or any other issues.
Problem Resolution: Identify and resolve customer issues effectively through chat by offering solutions, troubleshooting, or escalating to higher support when necessary.
Product Knowledge: Maintain an up-to-date understanding of KMP CORP's products, services, and procedures to provide customers with detailed and relevant assistance.
Order Support: Assist customers with order inquiries, status updates, returns, or cancellations, ensuring accurate and efficient handling of requests.
Documentation: Record details of customer interactions, feedback, and issues in the company’s CRM system to ensure accurate follow-ups and reporting.
Customer Satisfaction: Aim to enhance customer satisfaction by providing friendly, helpful, and personalized service, ensuring a positive experience with every interaction.
Escalation Management: Recognize when an issue should be escalated to higher-level support or management, and follow through with appropriate hand-offs.
Team Collaboration: Work closely with other customer service agents and departments (e.g., Sales, IT) to resolve complex customer queries or technical issues.
Performance Metrics: Meet or exceed service level targets, including response time, resolution time, and customer satisfaction scores.

Qualifications:

High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
Proven experience in customer service, specifically in an online chat support role, with a minimum of 2 years of experience.
Exceptional typing and written communication skills with attention to detail and accuracy.
Ability to multitask and manage multiple chat conversations effectively.
Proficiency with live chat software, CRM tools, and general office software (e.g., Microsoft Office, Google Suite).
Strong problem-solving skills with the ability to think quickly and provide effective solutions to customer issues.
A customer-focused mindset with the ability to remain calm under pressure and manage difficult customer situations.
Knowledge of customer service best practices and the ability to maintain a professional, friendly tone in written communication.

Preferred Qualifications:

Experience working in an e-commerce or tech-related industry is a plus.
Familiarity with online chat support platforms (e.g., Zendesk, Intercom, LiveChat) and CRM systems.
Bilingual abilities (English and [Language]) are a plus.
Previous experience in troubleshooting or technical support.

Why Join Atlas HXM:

Competitive salary and benefits package.
Opportunities for career advancement and professional development.
A collaborative, inclusive work environment where your contributions matter.
Join a growing company with a strong customer-first philosophy and a focus on continuous improvement.