Chat Support with experience in High Volume

What is the position title for the role?

Customer Service Representative

What are the VA's primary responsibilities?

Own live chat support: Respond to inbound chats promptly, meet or exceed SLA targets (first‑response time, resolution time), and maintain a high CSAT.

Verify part compatibility: Confirm fitment using appliance model numbers, revisions, and series; double‑check manufacturer notes, diagrams, and supersessions before recommending a part.

Research by model: Use diagrams, OEM exploded views, and cross‑reference tools to identify correct and alternative (superseded/substitute) parts.

Answer policy questions: Clearly explain basic policies (shipping, returns, warranties, core charges, and order status) and guide customers to the right resources.

Resolve issues end‑to‑end: Diagnose the customer's need, present clear options, set expectations, and follow through to resolution; escalate to technical specialists or team leads when appropriate.

Deliver "WOW" service: Demonstrate empathy, product knowledge, and proactive problem‑solving to create memorable, confidence‑building interactions.

Safeguard customer data: Adhere to privacy and security guidelines; never request or store sensitive customer information or payment information.

Stay current: Maintain up‑to‑date knowledge of major appliance brands, common failure parts, and policy updates.

What would a typical day in this role look like?

Handle live chats, verify parts, and resolve customers' issues efficiently while maintaining a positive, professional tone.

What are the "must-have" skillsets of a successful candidate?

Proven track record in high‑volume, high‑quality customer service, ideally in e‑commerce or parts/technical support.

Strong research skills and attention to detail when verifying parts by model number.

Clear, concise written communication and a calm, solution‑oriented approach.

Proficient in English (written and verbal) with clear, concise communication and a calm, solution‑oriented approach.

Comfort using live‑chat, and catalog/fitment tools; ability to learn new systems quickly.

A customer‑first mindset with the drive to WOW every interaction.

What are the "nice-to-have" skillsets of a successful candidate?

Outstanding attitude & customer obsession — positive, empathetic, and solution-oriented in every interaction.

Punctual and reliable — consistently on time with excellent attendance and follow-through.

Eager to help — proactively looks for ways to solve problems and go the extra mile for customers.

Strong sales spirit — natural at identifying needs, recommending parts, and closing with confidence (upsell/cross-sell when appropriate).

Clear, concise communicator — polished written chat etiquette and friendly, professional tone.

Fast & accurate typist — 30+ WPM with low error rate (helpful for high-volume live chat).

Policy fluency — quickly learns and applies shipping/returns/warranty policies to real scenarios.

Tech-comfortable — quick to learn CRM, chat, and catalog tools; experience with Zendesk/Intercom or similar is a plus.

Parts curiosity — interest in how appliances work; familiarity with OEM diagrams and model-based lookups is a bonus.

Calm under pressure — able to prioritize, multitask, and de-escalate when chats spike.

Team player — collaborates smoothly with team, and Customer Service and Tech teams

Bilingual (nice to have) — additional languages especially Spanish can help support more customers.

What systems and software would you like the VA to be familiar with?Internet research proficiency — efficiently sources reliable part data, model cross-references, and OEM diagrams from reputable sites. Google Workspace (Docs/Sheets/Drive)

Will the role be phone-based? Inbound/Outbound?Chat Support

SuccessRoleKey_Performace_IndicatorsQuality Assurance (QA):QA score - 95% on chat audits (accuracy, tone, policy adherence, documentation if necessary).Customer Feedback: 95% (post-chat surveys).Positive customer comments; complaint rate trending down month over month.Productivity & SLAs: First response time 60 seconds with responsesAverage handle time within target; resolution rate per chat meets goal.Contributes accurate purchase-ready links with minimal rework.Accuracy & Research: Providing accurate informationEffective use of model numbers, OEM diagrams, and supersession data.Learning Disposition: Demonstrates continuous improvement.Reliability: On-time starts; attendance at or above standard. Adheres to schedules, breaks, and handoff procedures.Compliance & Data Handling: Follows security/privacy guidelines; no policy violations.

What geographic timezone will the VA be working in?

(GMT-05:00) (EST): New York, Toronto, Miami

How many hours/week do you require?

40 hours/week

Schedule Content

Days

Monday, Tuesday, Wednesday, Thursday, Friday

Hour Expectations on different days

Potentially working Saturday and Sunday 1 PM - 6 PM

Job Types: Full-time, Permanent

Pay: Php30, Php35,000.00 per month

Benefits:

• Paid training
• Work from home

Work Location: Remote