Customer Service Representative

Job Title: Chat Support Representative

Company: Q-Commerce Inc.

Department: Customer Experience / Operations

Work Setup: Onsite

Reports To: Customer Support Team Leader / Customer Experience Manager

About Q-Commerce Inc.

Q-Commerce Inc. is a fast-growing company specializing in providing seamless digital commerce solutions that connect customers to a wide array of products and services. We focus on delivering outstanding customer experience through efficient service, reliable communication, and innovative business operations. As part of our expansion, we are looking for customer-focused professionals who can support our clients and customers with world-class service.

Job Summary

The Chat Support Representative is responsible for managing customer inquiries and concerns through chat-based communication channels. This role ensures that customers receive timely, accurate, and helpful responses while maintaining a positive and professional brand image. The Chat Support Representative plays a key role in enhancing customer satisfaction, improving the overall customer journey, and supporting the operational needs of Q-Commerce Inc.

Key ResponsibilitiesCustomer Interaction & Communication

• Respond promptly to customer inquiries via chat platforms (website chat, social media, e-commerce chat, or internal systems).
• Provide accurate product information, order updates, delivery status, and troubleshooting help.
• Maintain a courteous, empathetic, and professional tone in all customer conversations.

Issue Resolution & Coordination

• Resolve customer issues efficiently, following company policies and service guidelines.
• Coordinate with internal departments (Logistics, Operations, Finance, Sales, Tech Support) to resolve escalated cases.
• Process order-related requests such as returns, refunds, replacements, cancellations, and follow-ups.

Documentation & System Management

• Log and update all customer interactions in the CRM or designated system.
• Ensure accuracy and completeness of notes, tickets, and customer records.
• Identify recurring issues and help improve chat scripts, FAQs, and customer service workflows.

Performance & Compliance

• Meet or exceed daily/weekly KPIs such as response time, resolution time, accuracy, productivity, and customer satisfaction scores.
• Follow company protocols, templates, and tone guidelines while adapting responses to customer needs.
• Uphold confidentiality and secure handling of customer data at all times.

Team Collaboration & Continuous Improvement

• Participate in training and coaching sessions to improve product knowledge and service skills.
• Provide feedback to supervisors regarding recurring customer concerns or system-related issues.
• Support team initiatives and perform other related duties as assigned to enhance customer experience operations.

Qualifications

• Bachelor's degree in any field (preferred but not required).
• At least 6 months to 1 year experience in Customer Support, Chat Support, Call Center, or e-commerce support (Fresh graduates are also welcome depending on role level).
• Excellent written communication skills in English and Filipino.
• Strong comprehension, problem-solving, and multitasking abilities.
• Ability to handle multiple chat conversations simultaneously.
• Familiarity with CRM systems, chat platforms, or e-commerce tools is a strong advantage.
• Customer-focused, patient, empathetic, and able to work in fast-paced environments.
• Willing to work on shifting schedules, weekends, or holidays depending on business needs.

Key Competencies

• Customer Service Excellence
• Written Communication
• Attention to Detail
• Time Management & Multitasking
• Problem-Solving
• Collaboration & Teamwork
• Professionalism & Emotional Intelligence

Why Join Q-Commerce Inc.?

• Competitive salary and performance-based incentives
• Opportunities for growth and promotion
• Supportive and collaborative work culture
• Training and development programs
• Fast-paced and innovative work environment

Job Type: Full-time

Pay: Php19, Php25,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person