Dragonfly Therapy

• Engage with customers via live chat to answer questions, resolve issues, and provide product or service information • Provide accurate and timely responses to inquiries related to product features, billing, technical support, and more • Escalate complex issues to appropriate departments while ensuring that customers are informed and updated • Handle multiple chat sessions simultaneously, ensuring high levels of responsiveness and customer satisfaction • Maintain up-to-date knowledge of company products, services, and policies to provide accurate responses to customer questions • Use Microsoft Word and Excel to document customer interactions, track common issues, and generate reports for management review • Resolve customer complaints by determining the root cause and working towards a timely solution, ensuring customer satisfaction • Work closely with the customer service and technical support teams to share information and continuously improve the chat support process • Safeguard customer and company information in compliance with data privacy and security standards

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner. • Troubleshoot and resolve customer issues by identifying solutions or escalating to the appropriate department when necessary. • Record customer interactions and maintain detailed logs of inquiries, complaints, and feedback using Microsoft tools like Excel and Word. • Maintain an in-depth knowledge of the company’s products, services, and policies to provide accurate information to customers. • Investigate and resolve customer complaints, working with internal teams to ensure a high level of customer satisfaction. • Ensure that unresolved customer issues are followed up and resolved promptly. • Work closely with other team members to share information, improve processes, and enhance the customer service experience. • Maintain the confidentiality of customer and company information in accordance with company policies.

• Accurately input data from various sources (e.g., digital documents, spreadsheets) into databases and Microsoft applications. • Organize and maintain data files, ensuring the integrity and accuracy of information. • Regularly update records and verify data for completeness, accuracy, and compliance with company standards. • Use Microsoft Excel to organize data, create spreadsheets, perform basic calculations, and generate reports. • Identify and correct data entry errors, perform routine audits, and ensure that all entered data meets company standards. • Collaborate with team members and supervisors to clarify data requirements and resolve any inconsistencies. • Maintain the confidentiality and security of sensitive company and client data.