Live Chat Customer Service Representative

5 days ago

Manila, National Capital Region, Philippines beBeeSupport Full time ₱20,000 - ₱40,000
Customer Support Role

We are seeking a highly motivated and service-oriented individual to join our team as a full-time live chat customer support specialist.

The ideal candidate will be comfortable interacting with customers via computer, paying close attention to details, and providing accurate and helpful information about products and services.

  • Respond to customer inquiries and resolve issues through live chat in a timely and professional manner.
  • Provide accurate and helpful information about products and services.
  • Assist customers with placing orders, processing returns, and tracking shipments.
  • Troubleshoot technical issues and provide step-by-step instructions to resolve them.
  • Escalate complex or unresolved issues to senior support staff or supervisors.
  • Maintain a comprehensive knowledge base of company products and services to provide accurate and up-to-date information to customers.
  • Proactively identify and address customer concerns or issues to prevent potential escalation.
  • Build rapport and establish positive relationships with customers through effective communication and empathy.
  • Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.
  • Collaborate with other customer support team members and departments to ensure a seamless customer experience.
  • Stay up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.
  • Continuously improve knowledge and skills through training sessions and self-education to enhance customer support abilities.
  • Strive to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.
  • Adhere to company policies and procedures, including privacy and data protection guidelines, while handling customer information.
  • Maintain a 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.
Preferred Skills
  • Intel i5 or equivalent processor.
  • 8GB RAM or higher.
  • Stable internet connection, preferably at least 50Mbps.
  • Working camera and headset for video calls.
  • Backups (mobile data, generator, UPS, or workspace to go to during power outages).

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