Customer Service Representative

2 days ago

Pasay, National Capital Region, Philippines beBeeCustomer Full time ₱15,000 - ₱40,000
Live Chat Customer Support Specialist

This is a full-time live chat customer support position where you will be interacting with customers through computer and pay close attention to details.

Responsibilities
  • Responding to customer inquiries and resolving their issues in a timely and professional manner.
  • Providing accurate and helpful information about products, services, and company policies.
  • Assisting customers with placing orders, processing returns, and tracking shipments.
  • Troubleshooting technical issues and providing step-by-step instructions to resolve them.
  • Escalating complex or unresolved issues to senior support staff or supervisors.
  • Maintaining comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers.
  • Proactively identifying and addressing customer concerns or issues to prevent potential escalation.
  • Building rapport and establishing positive relationships with customers through effective communication and empathy.
  • Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.
  • Collaborating with other customer support team members and departments to ensure seamless customer experience.
  • Staying up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.
  • Continuously improving knowledge and skills through training sessions and self-education to enhance customer support abilities.
  • Striving to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.
  • Adhering to company policies and procedures, including privacy and data protection guidelines, while handling customer information.
  • Maintaining calm and professional demeanor even in stressful or challenging situations.
Requirements
  • 2 years of LIVE CHAT customer support experience in the BPO or remote setting
  • Proficient in written and spoken English
  • Experience using help desk software and other remote support tools
  • Familiar with different CRM tools
  • At least 1 year of experience as Team Leader/Supervisor, SME, Amazon CSR, Quality Analyst experience in the BPO is a plus
  • Has own work-from-home equipment
  • Available to start ASAP
Benefits
  • Fully remote work
  • Opportunities to work with various projects
  • Assistant support team for any questions or concerns

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