Advisor Support Specialist

2 weeks ago

Taguig, National Capital Region, Philippines OTST Corp. Full time

Primary Responsibilities:

  1. Chat Advisor Support & Operational Assistance

  2. Provide assistance to chat support advisors by addressing their inquiries related to orders, tools, service flow, or platform navigation. Help ensure clarity around platform features and service standards. Apply appropriate judgment to troubleshoot issues and promote a smooth, high-quality advisor work experience.

  3. Training period for this position is months.

  4. Feedback Monitoring & Service Optimization

  5. Collect and analyze advisor feedback, behaviors, and service-related input to identify potential areas for improvement.

  6. Advisor Engagement & Relationship Building

  7. Maintain clear, proactive, and constructive communication with advisors. This includes resolving sensitive service disputes, offering personalized tips, sharing updates on platform policies or tools, and introducing both advisor-specific and platform-wide initiatives, etc.

  8. Advisor Task Progress Tracking & Mentoring

  9. Mentor assigned advisors to ensure they complete key tasks on time and improve their service efficiency and quality. Communicate regularly with the internal operations team to provide performance evaluations and feedback. Suggest improvements to help advisors develop their skills and contribute to building the platform's advisor assessment system.

Job Requirements:

  • Minimum of 2 years' experience in a similar role.
  • Minimum of 2 years' experience in customer service roles is required.
  • Strong problem-solving mindset with the ability to manage tasks efficiently and meet deadlines.
  • Fluent in both written and spoken English, with excellent interpersonal and relationship-building skills.
  • Business level English proficiency in both written and spoken communication is required.
  • Flexible work schedule availability to accommodate varying time zones and operational needs.

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