If you’re looking for a new part-time job, consider working as an online chat support agent. This is where you provide customer service and technical support to people who contact a company through their website. It’s not just fun; it also has the potential to be lucrative. A good writer can easily earn close to $20 an hour from this task.
In this article, I’ll tell you everything you need to know about working as an online chat support agent.
| Takeaways |
|---|
| 1. Online chat support is a popular freelance career option. |
| 2. Communication and customer service skills are crucial for success. |
| 3. Understanding online etiquette is essential for maintaining professionalism. |
| 4. Building a strong support system can help navigate challenges. |
| 5. Researching reputable platforms and companies is important for finding job opportunities. |
1. Do Not Be Afraid To Start At The Bottom
Do not be afraid to start at the bottom. No matter how much experience you have, nobody is ever going to be eager to hire you for a high-ranked position. Do not let that discourage you. Instead, use it as an opportunity to learn and grow.
As someone who started out at the very bottom of the totem pole, I learned a lot about myself and my career over time. Starting off in such a low position gave me insight into what I can do better for both myself and my customers. In turn, it helped me move up to higher positions because my managers saw that I was capable of doing more than just answering tickets every day.
Building excellent customer service skills is crucial for freelancers. Check out our guide on 12 Customer Service Secrets All Freelancers Need to Know to learn valuable tips and techniques for providing exceptional customer support.
2. The Customer Is Always Right. Never Forget That
If you are working in customer service, you’ve heard it before: “The customer is always right.” That should be your mantra to remember.
While it’s tempting to argue with a customer when the situation gets tense and heated, don’t. You’ll simply make the situation worse. The only thing that will happen if you get involved in an argument is that the problem will escalate and your boss will have to deal with it. He/she will not only have to calm down the customer but he/she also has to deal with you.
That certainly won’t make him/her a happy camper, especially if this isn’t the first time that he/she had to deal with such an issue with you! What’s more, this doesn’t show commitment on your part and may reflect poorly on your work ethic or work habits as well as prompt a write-up which could lead to disciplinary action or termination of employment.
It’s also important that you take things personally when dealing with irate customers. They are mad at the product or service that they received from the company; they are definitely not mad at you! They might say some pretty nasty things because they’re running out of patience but don’t take them personally.
In fact, try not to be defensive about it; just listen attentively and politely ask what questions you need so that you can give them their solutions without making them feel like they’re being interrogated or judged (even if they’re acting like a loon!).
3. Learn How To Think On Your Feet
As a chat support agent, you’ll need to be able to think on your feet. Chat support can be an incredible challenge because you’re tasked with helping others in real-time. You need to think outside the box and use this opportunity to be creative and strategic so that you can solve problems quickly and efficiently.
In order to do that, however, you need to think critically about every situation you encounter. As a chat support agent, it’s important that you learn how to listen as well as how to speak.
Are you ready for something new? If so, consider taking your first steps into the world of online chat support!
Looking for lucrative freelance customer service agent jobs? Explore our list of 10 Freelance Customer Service Agent Jobs Titles to Make Money Online and discover exciting opportunities to earn income while working remotely.
4. Be Able To Type Fast And Accurately
In order to do well as an online chat support agent, you have to be able to type fast and accurately. It’s a physical task requiring manual work, so you have to be able to do it properly in order for your employer to be satisfied with your performance.
If the minimum requirement for typing speed is 60 wpm, then you should aim for 65 or 70 wpm otherwise, it’ll be hard for you to get new gigs and keep them once they’re assigned.
Here are some resources that can help you improve your typing speed:
TypingMaster has software that can track your progress over time. The free version allows only 2 hours of lessons per day but will show how many words per minute (WPM) and the accuracy percentage (%) you currently have. You can also see improvement data from previous tests.
Typing test shows the number of WPM clearly while the test is ongoing, which makes it easier than other sites that don’t show anything until the end (or at all). The site also allows users to set their own custom tests based on word groupings, text length, time limits, etc.
5. Be Able To Concentrate For Long Periods Of Time
You need to be able to concentrate for long periods of time. This is a big one, and a lot of people think they can do it, but then find out that they can’t. You have to be able to focus on what you’re doing 100% of the time because if you don’t, mistakes will happen.
You also need a good set of headphones to block out noise. Headphones with microphones built-in are the best option because they allow you to hear everything clearly and also block out background noise like dogs barking or car alarms going off outside your window.
You’ll also want to make sure your computer is up-to-date with enough RAM and CPU speed so that when customers type messages into their chat window, it doesn’t bog down your system too much or worse yet, crash!
A comfortable chair is important too because it will help prevent fatigue from sitting in front of your computer all day long and typing away at breakneck speeds without giving those tired fingers any rest breaks between chats with customers (and yes, there really are some people who work three full shifts per week!).
Online etiquette plays a vital role in maintaining a successful freelance career. Avoid common pitfalls by familiarizing yourself with the 13 Online Etiquette Mistakes That Will Hurt Your Freelance Career and learn how to navigate professional interactions effectively.
6. Be Able To Speak Correctly And Diplomatically (Always)
If you are hired as an online chat support staff, some of the things you need to remember are:
Be able to speak correctly and diplomatically (always).
You need to be knowledgeable about the product or the service that you will be handling.
7. You Have To Have Excellent Typing Skills
Have a cheerful disposition. Always remain polite even if clients get rude. Do not resort to using profanities or bad words when customers get rude, just stay calm and follow protocol.
As with any job, being in a customer support team requires patience and professionalism. The work can get monotonous at times but it is a fascinating job if you enjoy interacting with people from different walks of life around the world.
8. Be Able To Remain Calm Under Pressure
You may be on the phone with someone who is frustrated, upset, and angry. It might be you have been on hold for too long. It *might* be that your internet is down, and they have a deadline looming. The more upset the customer, the worse you will respond under pressure.
So what do you do?
First, take a breath. Whether it be in your head or out loud, count to 10 and breathe deeply. Remind yourself that this person isn’t calm because they are hungry or tired or otherwise upset by something else in their life that has nothing to do with what they are currently dealing with you about right now.
You are here to help them solve their problem, not get into an argument about how much time they may feel wasted or whatever else they decide to throw at you in a moment of frustration.
If it starts to feel like too much, ask your supervisor/manager for help if possible. They should be able to step in at any point and handle the situation themselves if needed
As a freelancer, understanding social media etiquette is essential for building a positive online presence. Discover the dos and don’ts of social media etiquette with our comprehensive guide on Social Media Etiquette: Everything You Need to Know and maximize your impact on social platforms.
9. Always Have Pen And Paper Handy During Your Shift
During your training program, you will be familiarized with the basic processes, procedures, and tools to use when handling a customer’s concern. However, no matter how well you have memorized the process flow and even if you have mastered using the tools available on the agent portal, there are times that your trainer or supervisor will give additional instructions to improve your handle time or increase customer satisfaction score.
You should know by now that these instructions are usually given verbally. It is inevitable that you may forget to incorporate them into your process if you do not immediately jot down notes about it.
You may also be asked to repeat some of these instructions before sending them over to a customer for verification purposes. This can happen in case of complicated technical tasks or for added security measures for customers’ personal information.
Thus it is highly recommended to always keep a paper and pen handy during your shifts so that you can copy down important details from verbal instructions given by supervisors or from account representatives when taking calls from customers (e.g., name of the contact person at the company for follow-up concerns).
You will know these solutions like the back of your hand because you’ll be seeing them again, so don’t be afraid to memorize as much of them as possible.
You will know these solutions like the back of your hand because you’ll be seeing them again, so don’t be afraid to memorize as much of them as possible. You’re going to want to take advantage of every minute you have in between chats to memorize because it’s going to help you be a lot better at what you do.
It’s important that you memorize these things so that when someone asks how they can fix something, all you have to do is look at it and then tell them. It makes your job easier and makes the customer feel like they’re not just another number.
The customer service associate has a very difficult job, but with the right amount of practice and dedication, anyone can become one!
Do not take things personally! Customers can get very agitated over things that may seem pretty trivial to you but do not worry about it. It’s not you – it’s them! You’re just a messenger who is here to help them with any issues they may be having and offer solutions if at all possible but never takes anything personally.
10. You Need To Have Troubleshooting Techniques Up Your Sleeve
One of the most important things you can do when working as a customer service representative does not to take things personally. This can be easier said than done if you are having a particularly difficult day at work, but it’s imperative that you keep your cool and not let customers get under your skin.
It’s not about you – it’s about them! You are there to help them with any issues they may be having and offer solutions if at all possible, but never take anything personally!
Similarly, being able to think on your feet is a huge asset when working as a customer service representative. You’ll often find yourself thrown into situations where everything needs to move very quickly, so knowing how best to handle these types of scenarios will set you apart from other customer service reps on the job site (or in real life).
Keep calm and carry on even when things seem bleak; this will always pay off for sure! Just remember: remaining level-headed during stressful moments makes all the difference between someone who gets flustered easily versus one who handles themselves well under pressure which leads us right back around full circle again with another reminder that it’s absolutely vital
Not only to maintain composure while talking with customers but also speak correctly and diplomatically every single time they reach out because doing this shows professionalism which ultimately ensures continued success within any company where there is room for growth opportunities down line along your career path ahead.
Effective communication is key to success in the freelance world. Enhance your communication skills with our 10 Communication Etiquette Tips for Freelancers, and learn how to establish clear and professional communication channels with clients and colleagues.
Conclusion
To recap, the world of online chat support is one of the constant challenges. You will learn new things every day and you will work with people from many different countries. Generally speaking though, these people have a similar goal to solve a problem and get on with their lives.
If you’re able to keep that in mind as you communicate with them it not only makes your life easier but also means that they are more likely to leave the conversation feeling happy and satisfied.
If you are looking for a flexible way to make money, this job can be your ticket to success! By working hard and keeping an open mind, you’ll find yourself learning new things all the time and probably laughing out loud once or twice along the way.
Further Reading
Here are some additional resources that you may find helpful:
Chat Jobs from Home: A Comprehensive Guide: Explore this comprehensive guide to discover various chat job opportunities that you can do from the comfort of your home.
Companies That Hire Work-from-Home Chat Jobs: Learn about reputable companies that offer work-from-home chat jobs and find out how to apply for these positions.
What Is Remote Chat and How to Become a Remote Chat Agent: This article provides insights into remote chat jobs, including what they are and the steps you can take to become a remote chat agent.
Frequently Asked Questions
What Is The Most Important Thing You Need To Know When Working With Customers On Chat Support?
The most important thing to remember is that we are here to provide customer service. While chatting, remember that you are not talking to a friend or another employee, but rather talking to a customer. You should speak and respond professionally at all times.
If A Customer Is Being Rude, What Is The Best Way To Respond?
It’s common for customers to be difficult or even rude while contacting your company online. When this happens, it’s best not to react in an emotional manner. Instead, try responding in an extra friendly and helpful way, being careful not to take offense or get personally involved. If needed, check out our guide on dealing with difficult customers for more tips on how best to handle rude clients.
What is the worst thing that can happen if you cannot concentrate? Answer: It might seem like no big deal, after all, it’s just chatting online! But if your mind starts focusing on things other than work (like your lunch plans later), then it’s likely that you’ll miss important words from the customer and make mistakes in your answers.
This will lead to them not getting the help they need from you and could potentially result in them giving negative reviews about their experience with us as a company (which won’t be good for business).
How much can I earn from work-from-home chat jobs?
The earning potential for work-from-home chat jobs can vary. Factors such as the company, the job position, and your experience level can influence your earning potential. It’s advisable to research specific companies and their compensation structures to get a better understanding of potential earnings.
What are the common responsibilities of a remote chat agent?
Remote chat agents are responsible for providing customer support and assistance through chat platforms. Their duties may include responding to customer inquiries, troubleshooting issues, providing product information, and ensuring customer satisfaction.
How do I find legitimate companies that offer work-from-home chat jobs?
To find legitimate companies offering work-from-home chat jobs, it’s recommended to utilize reputable job search websites, such as FlexJobs, ZipRecruiter, and LinkedIn. These platforms often feature verified job postings and allow you to filter by remote or chat-related positions.
What equipment do I need for a chat job from home?
The specific equipment required may vary depending on the company, but generally, you’ll need a reliable computer or laptop with a stable internet connection. Additionally, a headset or headphones with a built-in microphone may be necessary for clear communication with customers during chat interactions.
Costantine Edward is a digital marketing expert, freelance writer, and entrepreneur who helps people attain financial freedom. I’ve been working in marketing since I was 18 years old and have managed to build a successful career doing what I love.