**Job Title:** Online Live Chat Specialist
**Company:** Cloudstaff
**Location:** Caloocan, NCR, Philippines
**Job Type:** Full-time
**Seniority:** Associate Level
**Years of Experience:** 3
**About Cloudstaff:**
Cloudstaff is a leading provider of remote staffing solutions, offering a diverse range of services to our global clientele. We pride ourselves on promoting a collaborative and supportive working environment that empowers our team members and prioritizes their well-being.
**Job Summary:**
As an Online Live Chat Specialist at Cloudstaff, you will be responsible for providing exceptional customer support via live chat channels. You will assist customers with inquiries, resolve issues, and enhance their overall experience with our services. Your role is critical in helping to maintain our reputation for outstanding customer service while contributing to the company's growth and success.
**Key Responsibilities:**
- Engage with customers through live chat to address inquiries, provide product information, and resolve concerns promptly and professionally.
- Identify customer needs and tailor responses to provide effective solutions.
- Maintain a high level of customer satisfaction by ensuring timely follow-ups and providing accurate information.
- Document customer interactions, feedback, and resolutions in the CRM system for record-keeping and analysis.
- Collaborate with other departments (e.g., sales, technical support, operations) to escalate issues and ensure a seamless customer experience.
- Proactively identify opportunities to improve processes, services, and customer interactions.
- Stay current with product knowledge, policies, and industry trends to effectively serve our customers.
- Participate in training and development sessions to enhance skills and knowledge.
- Monitor live chat performance metrics and report on customer feedback to management.
- Assist in developing responses for frequently asked questions (FAQs) and improving chat scripts and documentation.
**Requirements:**
**Education:**
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
**Experience:**
- Minimum of 3 years of experience in customer service, particularly in a live chat role.
- Proven experience handling customer complaints and resolving issues effectively.
**Technical Skills:**
- Proficient in using live chat software and CRM tools.
- Solid understanding of online communication etiquette and professional customer interaction.
**Personality Traits:**
- Confident and motivated with a positive attitude and resilience in a fast-paced environment.
- Strong problem-solving abilities and a customer-first mindset.
**Soft Skills:**
- Excellent attention to detail to accurately address customer queries and documentation.
- Strong time management skills with the ability to handle multiple chats efficiently and prioritize tasks effectively.
- Outstanding verbal and written communication skills to articulate information clearly.
**Benefits:**
- Disability insurance coverage.
- Visa sponsorship for qualified candidates.
- Profit sharing reflecting the company's growth and your contributions.
**Working Environment:**
Cloudstaff promotes a healthy work-life balance and emphasizes employee well-being. We believe that a happy workforce is key to productivity and creativity.
**Application Deadline:**
Please submit your application by **October 29, 2024**.
**Equal Opportunity Statement:**
Cloudstaff is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply and do not discriminate based on race, color, gender, age, religion, sexual orientation, disability, or any other legally protected status.
If you meet the above qualifications and are ready to join a dynamic team dedicated to delivering exceptional customer service, we encourage you to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.