Chat agents need to be excellent communicators with a passion for customer service. Depending on the industry they work for the chat agents may also be required to be knowledgeable in a certain area of specialization, such as e-commerce or software. The employer looks for the following key skills while searching for chat agents:
Customer service- sometimes chat agents are the face of the company as they deal with the customers directly to solve end-user issues and answer questions due to this they should have high customer service skills.
Computer literacy – chat agents perform their day-to-day tasks on a computer. So the job demands they be computer literate, in terms of checking and responding to emails, live chat services and software.
Problem-solving skills – the ability to solve problems is equally important as solid communication skills to a chat agent’s work. When faced with a customer issue, chat agents must be able to find a solution calmly and efficiently, even if the customer is impatient or disgruntled.
Organization skills – the chat support agent being the initial contact with customers the agent will be gathering a large number of details that needs to be recorded and documented like issue and the resolution provided. This nature of the job demands strong organization skills and to sort large amounts of information.
Good attitude- most successful chat agents keep good composure even while addressing complex problems or difficult questions. So it is of prime importance that chat agents maintain a good attitude.