**Job Title:** Online Live Chat Associate
**Company:** Saphron
**Location:** Cebu, Central Visayas, PH
**Job Type:** Full-time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Company Overview:**
At Saphron, we are dedicated to enhancing the customer experience by providing top-notch service and support. Our mission is to empower our clients through exceptional communication and innovative solutions. We are currently seeking a motivated and skilled Online Live Chat Associate to join our dynamic team in Cebu.
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**Job Description:**
The Online Live Chat Associate will be responsible for handling real-time customer inquiries via live chat and providing exceptional service in a fast-paced environment. The ideal candidate will demonstrate reliability and resilience, ensuring a positive experience for our clients while effectively resolving their issues and inquiries.
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**Responsibilities:**
- **Customer Interaction:** Respond promptly and professionally to customer inquiries through live chat, ensuring all communications are clear and concise.
- **Problem Solving:** Assess and resolve customer issues efficiently by leveraging available resources and demonstrating strong problem-solving skills.
- **Product Knowledge:** Maintain an extensive understanding of Saphron's products and services to provide informed assistance and recommendations to customers.
- **Documentation:** Accurately document all interactions and customer feedback in the company's CRM system, ensuring all information is up-to-date and accessible.
- **Team Collaboration:** Work collaboratively with team members and other departments to escalate and resolve complex issues in a timely manner.
- **Performance Metrics:** Meet or exceed performance metrics, such as response time, resolution rate, and customer satisfaction scores.
- **Feedback and Improvement:** Provide feedback to the management team regarding customer trends, issues, and ideas for improving customer experience.
- **Training and Development:** Participate in ongoing training sessions to continuously enhance product knowledge and customer service skills.
- **Strategic Planning:** Assist in the development and implementation of strategies to improve efficiency and service delivery within the live chat department.
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**Requirements:**
- **Experience:** Minimum of 3 years in a customer support role, preferably in an online or live chat environment.
- **Education:** Bachelor's degree in Communications, Business, or a related field is preferred.
- **Technical Skills:** Proficient in using live chat software and customer relationship management (CRM) tools.
- **Personality Traits:**
- **Reliable:** Dependable and punctual; consistently meets deadlines and commitments.
- **Resilient:** Ability to handle challenging situations with a positive attitude and remain composed under pressure.
- **Soft Skills:**
- **Problem-solving:** Strong analytical skills to assess situations, propose solutions, and implement strategies effectively.
- **Strategic Planning:** Capable of planning short and long-term goals that align with customer satisfaction and business objectives.
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**Benefits:**
- Profit sharing
- Paid overtime
- Free accommodation
**Working Environment:**
At Saphron, we encourage a culture of ongoing learning and development for both personal and professional growth. We believe that investing in our employees not only helps them thrive but also propels the overall success of our company.
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**Application Deadline:** ********
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**Equal Opportunity Statement:**
Saphron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals, regardless of race, gender, sexual orientation, age, disability, or any other status.
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**Join Us!**
If you are passionate about delivering exceptional customer service and possess the skills we are looking for, we invite you to apply for the Online Live Chat Associate position at Saphron. We look forward to meeting you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.