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
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.
Key Responsibilities: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.