Email/Chat Support Agent – Project-Based

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer inquiries promptly through chat and email.

• Deliver accurate, valid, and comprehensive information to customers.

• Efficiently and professionally resolve customer issues and complaints.

• Recognize and evaluate customers' needs to ensure satisfaction.

• Troubleshoot and resolve customer concerns by offering appropriate solutions.

• Refer unresolved issues to higher-level support when necessary.

• Maintain clear, concise, and courteous communication with customers.

• Document all interactions and keep accurate records of customer issues and resolutions.

• Provide timely and effective follow-ups to ensure customer satisfaction.

• Stay informed about product knowledge, company policies, and procedures.

• Utilize available resources and tools to deliver accurate information to customers.

• Achieve individual and team performance targets, including response time, resolution time, and customer satisfaction scores.

• Continuously seek to enhance efficiency and effectiveness in managing customer inquiries.

• Collaborate with team members and other departments to address customer issues.

⛳️ Requirements

• A minimum of one year of experience in Email/Chat support is required.

• Experience in handling Inbound/Outbound calls is preferred.

• High school diploma or equivalent; a college degree is an advantage.

• Prior experience in customer service, ideally in a BPO or call center setting.

• Exceptional written communication skills with a strong command of grammar and spelling.

• Capability to multitask and manage time efficiently.

• Strong interpersonal skills and a customer-centric attitude.

• Proficiency in chat and email platforms, along with CRM software.

• Excellent problem-solving abilities and attention to detail.

🏝️ Benefits

• Must be able to work from home in a secure, distraction-free environment.

• Willingness to report on-site if required (Mandaluyong City).

• Requires high-speed internet access at home.