**Job Title:** Live Chat Specialist
**Company:** NextPay
**Location:** Cebu, Central Visayas, PH
**Job Type:** Full-Time
**Seniority Level:** Associate Level
**Years of Experience:** 2 Years
**Job Description:**
NextPay is seeking a motivated and passionate Live Chat Specialist to join our dynamic team in Cebu. This role is essential in providing exceptional customer support through live chat channels, ensuring that every customer interaction reflects our commitment to service excellence. The ideal candidate will take pride in being resourceful and confident, as well as possess excellent people management and leadership skills.
**Key Responsibilities:**
- **Customer Interaction:**
Respond to customer inquiries in real-time via live chat, providing accurate and timely information to enhance the overall customer experience.
- **Problem Solving:**
Address and resolve customer concerns and complaints, using creativity and resourcefulness to implement effective solutions.
- **Product Knowledge:**
Maintain in-depth knowledge of NextPay products and services to provide informed recommendations and guidance to customers.
- **Feedback Collection:**
Gather customer feedback and insights during interactions to help inform product improvements and service enhancements.
- **Collaboration:**
Work collaboratively with other departments (e.g., sales, troubleshooting, and product development) to ensure customer issues are addressed promptly and effectively.
- **Continuous Improvement:**
Identify areas for process and performance improvement, and contribute to developing and implementing solutions that enhance the live chat functionality and customer satisfaction.
- **Training and Mentorship:**
Assist in training and mentoring new team members, leading by example in delivering outstanding customer service.
- **Reporting:**
Prepare regular reports on customer interactions and feedback, presenting findings and recommendations to management for further development of chat support strategies.
**Requirements:**
- **Educational Background:**
A bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Work Experience:**
Minimum of 2 years of experience in customer service, with a focus on live chat support or similar roles.
- **Technical Skills:**
Proficient in using live chat software, CRM systems, and other relevant technologies. Familiarity with support ticketing systems is a plus.
- **Communication Skills:**
Excellent written communication skills with a strong ability to convey information clearly and succinctly.
- **Personality Traits:**
Resourceful and confident, with a proactive approach to problem-solving.
- **Soft Skills:**
Strong people management and leadership skills, with the ability to work well in a team environment. Empathy and emotional intelligence are crucial in building rapport with customers.
**Benefits:**
- Company-sponsored transportation to and from the workplace.
- Paid Time Off (PTO) to relax and recharge.
- Free meals provided to employees during working hours.
**Working Environment:**
At NextPay, we embrace diversity and foster an inclusive culture that values and respects all perspectives. We believe that a diverse workforce is key to innovation and success and encourage candidates from all backgrounds to apply.
**Application Deadline:**
Please submit your application by **October 4, 2024.**
**Equal Opportunity Statement:**
NextPay is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all individuals regardless of race, gender, sexual orientation, disability, and background.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
