**Job Title:** Online Live Chat Assistant
**Company:** SM Investments Corporation
**Location:** Quezon City, NCR, Philippines
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**Job Description:**
SM Investments Corporation is seeking a dynamic and customer-oriented Online Live Chat Assistant to join our innovative team. This part-time position is ideal for individuals who thrive in a fast-paced environment, are passionate about customer service, and possess strong communication skills. The successful candidate will be responsible for providing exceptional real-time support to our customers, ensuring they have seamless interactions while promoting our products and services.
**Responsibilities:**
1. **Live Customer Communication:**
- Engage with customers through online chat, responding promptly and effectively to inquiries, concerns, and requests.
- Provide accurate and complete information regarding products, services, and promotions.
- Maintain a friendly, professional, and polite tone in all interactions.
2. **Problem Solving and Issue Resolution:**
- Identify customer issues and provide timely solutions or escalate when necessary.
- Follow up on unresolved issues or inquiries to ensure customer satisfaction.
- Maintain a high level of professionalism while managing difficult situations.
3. **Collaboration and Coordination:**
- Coordinate with other departments to gather information and resolve issues efficiently.
- Collaborate with team members across different geographic locations, fostering a global village mentality.
- Participate in team meetings and contribute ideas for improving customer service processes.
4. **Documentation and Reporting:**
- Accurately document customer interactions, inquiries, and resolutions in the company's CRM system.
- Generate reports on customer feedback, issues, and trends to inform management and improve service quality.
5. **Continuous Improvement:**
- Stay updated on product knowledge, new features, and industry trends to enhance customer experience.
- Provide feedback to management on recurring issues or potential improvements in service delivery.
- Participate in training sessions to enhance skills and competencies.
6. **Customer Relationship Management:**
- Build and maintain positive relationships with customers by delivering an exceptional service experience.
- Educate customers on product usage, features, and benefits to enhance their experience.
**Requirements:**
- **Education:** Bachelor's degree; a focus on Business Administration, Communication, or a related field is preferred.
- **Experience:** Minimum of 4 years experience in a customer service role, preferably in e-commerce or online support.
- **Technical Skills:**
- Proficiency in using live chat software, CRM systems, and basic computer applications (MS Office, Google Workspace).
- Familiarity with online communication platforms (e.g., social media, forums).
- **Personality Traits:**
- Hardworking and committed to providing exceptional service.
- Energetic and motivated to engage with customers positively and enthusiastically.
- **Soft Skills:**
- Innovative and creative thinker, capable of suggesting and implementing improvements.
- Adaptability to a dynamic work environment and a willingness to learn new processes.
**Benefits:**
- Company-provided equipment to facilitate your work.
- Paid sick leave to support your well-being.
- Employee discounts on company products and services.
**Working Environment:**
You will be joining a culturally diverse team that works collaboratively across the globe. At SM Investments Corporation, we believe in nurturing a global village mentality where colleagues support each other, share ideas, and collectively aim for excellence.
**Application Deadline:** October 2, 2024
**Equal Opportunity Statement:**
SM Investments Corporation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
