Chat Support Representative

2 weeks ago

Makati City, National Capital Region, Philippines Lean Group Solutions Full time ₱250,000 - ₱500,000 per year

Job description:

We are seeking detail-oriented and customer-focused individuals to join our team as Chat/Customer Support Agents with the possibility of absorption into a regular position depending on performance and business needs.

This role is dedicated to handling customer inquiries, delivery instructions, and missing package requests primarily through digital channels such as our website chat platform and SMS/text. Occasional email follow-ups may be required, while rare phone interactions are typically handled by escalations or specialized teams.

Key Responsibilities:

  • Manage and respond to customer inquiries regarding order status, delivery instructions, and missing package requests via website chat and SMS/text.
  • Provide follow-up support through email when necessary.
  • Maintain professionalism and accuracy in communication across all channels.
  • Handle a maximum of 3 concurrent interactions (e.g., 2 chats and 1 text).
  • Ensure timely responses, with at least 80% of chats answered within 3 minutes.
  • Consistently meet quality standards by achieving a minimum of 90% on audited interactions (4–8 audits/month, conducted by the Quality team).
  • Collaborate with the escalation team (AST agents) when issues require phone contact or advanced handling.
  • Adhere to established processes and service level agreements (SLAs).

Qualifications:

  • At least a High School Graduate; College level or Graduate preferred.
  • Prior 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 accuracy and quality.
  • Comfortable using multiple digital platforms and communication tools.
  • Strong problem-solving skills and customer-first mindset.

Performance Metrics:

  • Productivity SLA: 80%+ of chats answered within 3 minutes.
  • Quality SLA: 90%+ score on interaction audits (4–8 audits per month).

Job Types: Full-time, Permanent, Fresh graduate

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Application Question(s):

  • Are you willing to work onsite (Makati)?

Work Location: In person

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