CSR (Non-Voice Account)

7 days ago

Makati City, National Capital Region, Philippines Lean Solutions PH Full time $120,000 - $180,000 per year

Job Summary:

We are looking for detail-oriented and customer-focused individuals to join our team as Chat/Customer Support Agents. This role focuses on providing support through digital channels, including website chat and SMS/text, with occasional email follow-ups. Phone interactions are rare and are typically handled by the escalation or specialized teams.

Key Responsibilities:

  • Respond promptly to customer inquiries related to order status, delivery instructions, and missing packages via chat and SMS/text.
  • Respond promptly to customer inquiries related to order status, delivery instructions, and missing packages via chat and SMS/text.
  • Provide email follow-ups when required to ensure issue resolution.
  • Maintain professionalism, accuracy, and clear communication across all channels.
  • Handle up to three concurrent interactions (e.g., two chats and one text).
  • Meet response time expectations, with at least 80% of chats answered within 3 minutes.
  • Consistently achieve quality standards
  • Collaborate with the escalation team (AST agents) for issues that require phone contact or advanced handling.
  • Follow established processes, procedures, and Service Level Agreements (SLAs).

Qualifications:

  • At least a High School Graduate; College level or Graduate preferred.
  • Customer service or BPO experience is an advantage but not required.
  • Strong written communication skills, with excellent grammar and clarity.
  • Ability to multitask effectively while maintaining high levels of accuracy and service quality.
  • Comfortable navigating and using multiple digital platforms and communication tools.
  • Strong problem-solving skills and a customer-first mindset.

Additional Information:

  • Work Location: Onsite in Makati
  • Schedule: Graveyard shift
  • Campaign: Logistics
  • Employment Type: Project-based (3 months) with the potential for regularization based on performance

Job Types: Full-time, Fixed term

Contract length: 3 months

Benefits:

  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Application Question(s):

  • What is your salary expectation for the role?
  • Are you willing to work onsite in Makati City?
  • Do you have any experience working in a BPO? If yes, for how long?
  • We must fill this position urgently. Can you start immediately (December 11)?

Work Location: In person

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