Chat Support Staff
ちゃっとさぽーとすたっふ
Industry & Occupation
Classification
- Major : Clerical Occupations
- Middle : Telephone and Internet Customer Service Occupations
- Minor : Internet Customer Service Clerks
Summary
Clerical job that responds to inquiries from customers or users via text chat, providing guidance and problem resolution.
Description
Chat support staff use web chat or in-app chat to respond to customer inquiries via text. They refer to FAQs, manuals, and CRM systems to provide accurate and prompt guidance, and as needed, handle escalations to other departments, complaints, and follow-up emails. Multitasking to handle multiple chats simultaneously, acquiring product/service knowledge, and polite communication to improve customer satisfaction are required.
Future Outlook
Demand for chat support is increasing. Collaboration with AI chatbots and multilingual response skills will be required.
Personality Traits
Empathetic / Good at Multitasking / Patient / Polite and Courteous
Work Style
Call Center / Full-time / Part-time / Remote / Shift
Career Path
Chat Support Staff → Customer Support Leader → Customer Success Manager → Customer Support Manager → Operations Manager
Required Skills
Business Japanese / Chat Tool Operation / PC Basic Operations / Typing Speed
Recommended Skills
CRM Tools / Communication Skills (English) / FAQ Creation and Updates / Multitasking Skills / Product Knowledge
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because it is necessary to respond quickly to diverse inquiries and change procedures according to the situation. |
| Attention to Detail & Accuracy | Because accurate phrasing and consideration to avoid misunderstandings are necessary. |
| Communication Skills | Because it is necessary to accurately convey intentions with limited text. |
| Stress Tolerance | Because dealing with dissatisfaction or complaints is likely to occur frequently. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Because responses are mainly standardized, with few new ideas required. |
| Numerical & Quantitative Analysis | Because text responses are the main focus rather than numerical analysis. |
| Physical Stamina & Endurance | Because it is mainly seated work that does not require intense physical stamina. |
Aliases
- Chat Operator
- Chat Support
- Online Support Staff
Related Jobs
- Call Center Staff
- Customer Support
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