Job Openings Chat Representative

About the job Chat Representative

Position Title: Chat Representative

Salary Grade: 20,000 - 25,000 PHP a month

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Staff

Date: September 2023

Schedule: 3:00 PM to 12:00 AM PST 


General Function

  • Assist customers on chat. For example, provide product information, understand customers requirements and provide relevant contact information
  • Your main responsibilities include ensuring KPIs are met while delivering excellent customer service in a timely manner

  • Flexible working hours required

  • Office based

Responsibilities

  • Assist customers using chat (template and freestyle responses)

  • Handling multiple chats simultaneously while providing timely responses to customers
  • Qualify customers on chat - engaging in fact finds, understanding customer requirements, product queries and offer customer support
  • Convert customer enquiries into sales leads to hand over to the sales team
  • Directing queries to the relevant parties
  • Read from scripts and adhere to protocols to enhance the customer experience
  • Handle customer escalations effectively and professionally
  • Communicate clearly and effectively with end users and deliver excellent customer service at all times
  • Meeting and exceeding business goals

Qualifications:

  • Experience of working with a BPO is preferred

  • Proficient typing skills and computer skills

  • Excellent spelling, punctuation, and grammar skills

  • The ability to work in a fast paced environment individually and as a team

Skills

  • First class communication and interpersonal skills

  • Communicate effectively in both written and verbal format

  • Organisation

  • Fast learner and multitasking

  • Strong attention to detail and quality

  • Controlling time management

  • Ability to perform simple calculations


Targets

  • Chat response time

  • Percentage of missed chats

  • Quality of chats

  • Chat ratings

  • Soft target (number of chats serviced at one time by individual representatives and turning chats into sales leads

COmpany Benefits:

  • SSS, Philhealth, Pag-Ibig

  • 13th Month Pay

  • HMO and Life Insurance (AVEGA)

  • Free Shuttle Service

  • CO League - Monthly Company Activities

  • CO Clubs

  • CO Amenities Swimming Pool, Clinic and Kids zone

  • CO Stars - Corporate Social Responsibility Involvement Scholarship Programs

  • CO Academy - Training and Development Programs

  • COolture Coach

  • CO Gears

  • Cool and Flexible Workplace

  • Other Performance and Attendance Based Rewards

  • Bereavement Leave

  • Paternity Leave

  • 7 days SOLO Parent Leave

  • Magna Carta Leave

  • Company Bank Loan


     


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