**Job Title: Live Chat Specialist - Remote Work**
**Company: Lazada Philippines**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-Time**
**Seniority Level: Associate Level**
**Years of Experience: 3**
**Application Deadline: ******** **
**About Lazada**
Lazada is a leading e-commerce platform in Southeast Asia, driven by innovation and excellence. We aspire to serve our community with the best online shopping experience and are committed to fostering a culture that sparks creativity and motivates employees to achieve greatness.
**Job Overview**
Lazada Philippines is seeking a motivated and independent Live Chat Specialist to join our dynamic Customer Service team. As a Live Chat Specialist, you will play a crucial role in providing exceptional support to our customers via live chat, ensuring their inquiries and issues are resolved in a timely and effective manner. This part-time position allows you the flexibility to work remotely while collaborating with a team dedicated to driving excellent customer experiences and upholding the values of Lazada.
**Responsibilities**
- **Customer Interaction**: Engage with customers through live chat to address inquiries, provide product information, and resolve issues in a courteous and professional manner.
- **Issue Resolution**: Diagnose and troubleshoot customer problems efficiently; escalate complex issues to the appropriate departments when necessary.
- **Product Knowledge**: Maintain in-depth knowledge of Lazada's products, services, and promotions to provide accurate information and guidance to customers.
- **Feedback Collection**: Gather customer feedback and insights during interactions to help improve processes, products, and overall customer satisfaction.
- **Documentation and Reporting**: Accurately document customer interactions and update relevant databases and systems, ensuring that all communications are logged for future reference and trend analysis.
- **Collaboration**: Work closely with other team members and departments to facilitate seamless communication and improve service delivery standards.
- **Performance Metrics**: Meet or exceed performance targets, including customer satisfaction scores, response times, and resolution times, while continually seeking ways to enhance efficiency.
- **Training and Development**: Participate in regular training sessions to update product knowledge and improve service skills; assist in the onboarding and training of new team members as needed.
- **Crisis Management**: Handle high-pressure situations with professionalism and calm, ensuring a positive experience for the customer while resolving their concerns effectively.
**Requirements**
- **Experience**: Minimum of 3 years in a live chat support role or related customer service position.
- **Education**: High school diploma or equivalent; additional education or certifications related to customer service are a plus.
- **Technical Skills**: Proficiency in working with customer service software and platforms, along with a strong understanding of common e-commerce tools and practices.
- **Personality Traits**:
- **Motivated**: Demonstrated ability to work independently with minimal supervision while maintaining a proactive approach to tasks.
- **Independent**: Comfortable making decisions and taking ownership of customer interactions from start to resolution.
- **Soft Skills**:
- **Planning**: Capable of efficiently managing time and prioritizing tasks to meet customer and organizational needs effectively.
- **Presentation**: Strong verbal and written communication skills; ability to convey information clearly and persuasively to diverse audiences.
**Benefits**
- **Paid Time Off (PTO)**: Enjoy well-deserved breaks with our paid time-off policy to promote work-life balance.
- **Profit Sharing**: Participate in the company's profit-sharing program as a reward for your contributions to our success.
- **Life Insurance**: Access to life insurance benefits, ensuring peace of mind for you and your loved ones.
**Working Environment**
At Lazada, we believe that a positive work environment inspires greatness. We encourage creativity and innovation, fostering a culture where employees feel motivated to excel in their roles and contribute to the team's success.
**Equal Opportunity Statement**
Lazada Philippines is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.
**How to Apply**
Interested candidates are encouraged to apply before the deadline of ******** . Please submit your resume and a cover letter outlining your relevant experience and why you would be a great fit for our team. We look forward to hearing from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
