Live Chat Customer Support

Live Chat Customer Support

Department: Dedicated

Employment Type: Freelance

Location: Philippines

Compensation: $5.00 / hour


Description

We are looking for proactive, service-oriented people for full-time live chat customer support positions. If you are comfortable interacting with customers by computer and pay close attention to details, then you may be a great fit for this role.

Key Responsibilities

  • Responding to customer inquiries and resolving their issues through live chat in a timely and professional manner.
  • Providing accurate and helpful information about products, services, and company policies.
  • Assisting customers with placing orders, processing returns, and tracking shipments.
  • Troubleshooting technical issues and providing step-by-step instructions to resolve them.
  • Escalating complex or unresolved issues to senior support staff or supervisors.
  • Maintaining a comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers.
  • Proactively identifying and addressing customer concerns or issues to prevent potential escalation.
  • Building rapport and establishing positive relationships with customers through effective communication and empathy.
  • Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.
  • Collaborating with other customer support team members and departments to ensure a seamless customer experience.
  • Staying up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.
  • Continuously improving knowledge and skills through training sessions and self-education to enhance customer support abilities.
  • Striving to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.
  • Adhering to company policies and procedures, including privacy and data protection guidelines, while handling customer information.
  • Maintaining a calm and professional demeanor even in stressful or challenging situations.


Minimum Qualifications:

  • 2 years of LIVE CHAT customer support experience in the BPO or remote (Virtual Assistant) setting
  • Proficient in written and spoken English
  • Experience using help desk software and other remote support tools
  • Familiar with different CRM tools
  • At least 1 year of experience as Team Leader/Supervisor, SME, Amazon CSR, Quality Analyst experience in the BPO is a PLUS!
  • Has own work-from-home equipment
  • Available to start ASAP!
  • Laptop or desktop computer that can run web browsing, spreadsheet, and communication software
  • At least Intel i5 or equivalent
  • 8GB RAM or higher
  • Stable internet connection, preferably at least 50Mbps
  • Working camera and headset for video calls
  • Backups (mobile data, generator, UPS, or workspace to go to during power outages)

Benefits of working through Magic!

  • Earn as much as Php 40,000 every month!
  • Fully remote work
  • Opportunities to work with various projects
  • Amazing Assistant Support (we have a dedicated support team that you can ask questions to along the way)
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