Virtual Chat AssiStant - TD

Location: Remote
Job Type: Full-Time / Part-Time
Department: Customer Support / Virtual Assistance
Reports To: Customer Support Manager / Team Lead

We are looking for a highly skilled Virtual Chat Assistant to join the TD team. In this remote role, you will provide real-time customer assistance through live chat, addressing customer inquiries, resolving issues, and offering guidance on products or services. As a Virtual Chat Assistant, your primary responsibility will be to ensure that every customer receives the support they need in a friendly and efficient manner, all through text-based communication.

• Engage with customers through live chat to provide support, answer questions, and resolve issues related to products, services, or accounts.

• Offer personalized solutions based on customer inquiries, ensuring clarity and satisfaction.

• Handle multiple live chat interactions simultaneously while maintaining high standards of quality and accuracy.

• Address customer concerns with empathy and professionalism, de-escalating frustrated customers as needed.

• Troubleshoot issues and guide customers step-by-step through solutions or product information.

• Collaborate with internal teams (e.g., billing, technical support, product team) to resolve complex issues.

• Record and document customer interactions accurately in the CRM system, ensuring proper follow-up on pending issues.

• Stay updated on company policies, product features, and best practices to provide the most accurate information.

• Meet performance targets, including response time, customer satisfaction, and issue resolution rates.

• Proven experience in customer support or virtual assistance, preferably in a chat-based or remote environment.

• Excellent written communication skills with an emphasis on clarity, empathy, and tone.

• Ability to manage multiple chat interactions at once, prioritizing urgent issues and maintaining focus.

• Strong problem-solving skills with the ability to troubleshoot and guide customers through technical or service-related issues.

• Experience using customer service platforms and live chat software (e.g., Zendesk, Intercom, LiveChat, or similar).

• Ability to work independently, manage time effectively, and meet deadlines.

• Self-motivated, reliable, and detail-oriented, with the ability to work remotely and efficiently.

• Stable internet connection and a quiet, distraction-free home office environment.

• Experience in financial services, banking, or a similar industry (if this role is specific to TD Bank).

• Familiarity with financial products or services and the ability to explain them to customers in a clear and simple way.

• Bilingual capabilities are a plus, especially for roles involving a diverse customer base.

• Experience working with automated chatbots or AI tools in addition to live chat support.

• Flexibility to work in shifts, including evenings and weekends.

• 100% remote work with flexible hours.

• Competitive salary and performance-based incentives.

• Paid time off and holidays.

• Continuous training and development opportunities to enhance skills and grow professionally.

• A supportive, collaborative, and diverse work environment.