**Job Title:** Online Chat Support Officer
**Company:** ABS-CBN Corporation
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 4
**Job Description:**
ABS-CBN Corporation, a leading multimedia and entertainment company in the Philippines, is seeking a dedicated and talented Online Chat Support Officer to join our vibrant team in Cebu. This part-time position is ideal for individuals who possess a genuine passion for customer service, a proactive attitude, and a commitment to fostering a positive and engaging online experience for our users.
### Key Responsibilities:
1. **Customer Interaction:**
- Respond promptly to customer inquiries through live chat, providing accurate and helpful information regarding products and services.
- Maintain a high level of professionalism and empathy when addressing customer concerns and feedback.
2. **Problem Solving:**
- Resolve customer issues effectively by identifying their needs, offering appropriate solutions, and ensuring their satisfaction.
- Utilize problem-solving skills to navigate complex queries and provide information in a clear and concise manner.
3. **Documentation and Reporting:**
- Document customer interactions and feedback in the system accurately for future reference and analysis.
- Prepare weekly reports to highlight common customer inquiries and suggest areas for improvement in service delivery.
4. **Collaboration:**
- Work closely with the customer service team to ensure seamless communication and efficient resolution of issues.
- Collaborate with technical support teams to escalate unresolved issues and facilitate quick resolutions.
5. **Continuous Improvement:**
- Participate in training sessions to stay updated on product knowledge and customer service best practices.
- Proactively contribute ideas for process improvements to enhance the customer experience.
6. **Leadership and Mentoring:**
- Assist in training new team members by sharing knowledge and best practices to foster a collaborative working environment.
- Exhibit leadership qualities by taking initiative in resolving customer issues and serving as a role model for your peers.
### Requirements:
- **Education and Experience:**
- Minimum of a Bachelor's degree in a relevant field or equivalent work experience.
- At least **4 years of experience** in a customer service or support role, preferably in an online or chat-based environment.
- **Technical Skills:**
- Proficient in using live chat software and customer relationship management (CRM) tools.
- Strong computer skills, including proficiency in Microsoft Office Suite and internet applications.
- **Personality Traits:**
- **Reliable:** Consistently meets deadlines and follows through on commitments with a strong work ethic.
- **Resourceful:** Demonstrates the ability to think creatively and devise innovative solutions to challenges.
- **Soft Skills:**
- **Leadership:** Ability to inspire and motivate others, encouraging a team-oriented atmosphere.
- **Creativity:** Capable of developing new approaches to enhance customer interaction and service efficiency.
### Benefits:
- **Relocation Allowance:** Financial support for those who need to relocate to Cebu for the position.
- **Vision Insurance:** Comprehensive coverage to support your eye health.
- **Joining Bonus:** A one-time monetary incentive for successfully joining our team.
### Working Environment:
At ABS-CBN Corporation, we promote work-life balance and prioritize employee well-being. We foster a supportive work culture where creativity and collaboration thrive, enabling our team members to perform at their best.
**Application Deadline:** September 28, 2024
**Equal Opportunity Statement:**
ABS-CBN Corporation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences, and we do not discriminate based on race, gender, sexuality, age, or any other status protected by law.
If you are ready to take on a rewarding role and make a difference in the lives of our customers, we invite you to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
