Customer Support Specialist

2 weeks ago


Manila, National Capital Region, Philippines Addmore Outsourcing Inc. Full time

We are seeking a highly skilled Customer Support Specialist to join our online support team at Addmore Outsourcing Inc. as a Live Chat Agent / Email Chat Support Specialist.


  • Key Responsibilities:
  • Respond to customer inquiries and issues via live chat and email in a timely and professional manner, providing clear and accurate information to resolve questions and problems.
  • Diagnose and resolve technical or service-related issues efficiently, escalating complex issues to the appropriate departments when necessary.
  • Maintain a high standard of written communication, ensuring that responses are clear, concise, and professional.
  • Accurately record customer interactions and transactions in the customer support system.
  • Develop a thorough understanding of our products and services to provide informed support and guidance to customers.
  • Enhance the overall customer experience by providing timely, empathetic, and effective support, striving to exceed customer expectations and improve satisfaction.
  • Gather and report customer feedback, identifying common issues or areas for improvement and contributing to ongoing improvements in support processes and customer service quality.
  • Meet or exceed key performance indicators related to response time, resolution rate, and customer satisfaction, regularly reviewing performance data to identify areas for improvement.
  • Work closely with other team members and departments to ensure cohesive support and address any recurring issues, sharing insights and best practices to enhance team performance.

Qualifications:


  • A Bachelor's Degree in English or additional training or certification in customer service is advantageous.
  • Previous experience in a customer service or support role, preferably with live chat or email support experience.
  • Excellent written communication skills with a strong attention to detail.
  • Strong problem-solving abilities and the ability to handle multiple tasks simultaneously.
  • Proficiency in using customer support software, live chat tools, and email platforms.
  • A positive attitude, empathy, and a commitment to providing outstanding customer service.
  • Flexibility to work various shifts, including evenings and weekends if required.


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