**Job Title:** Online Live Chat Specialist
**Company:** Ayala Corporation
**Location:** Antipolo, Calabarzon, PH
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
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**Job Description:**
Ayala Corporation is seeking a dedicated and professional **Online Live Chat Specialist** to join our dynamic team. This position is essential for enhancing customer satisfaction through effective and timely support in a digital environment. The ideal candidate will have a deep understanding of customer service practices, a strong ability to communicate clearly, and proven experience in resolving customer issues efficiently.
**Key Responsibilities:**
- **Customer Interaction:** Serve as the first point of contact for customers via live chat, providing consistent and friendly assistance while addressing inquiries, complaints, and product-related questions.
- **Issue Resolution:** Efficiently diagnose and resolve customer issues through effective problem-solving techniques, ensuring that each interaction leads to customer satisfaction and retention.
- **Live Support:** Monitor multiple chat channels simultaneously, responding promptly and accurately to customer inquiries while balancing the needs of various customers.
- **Documentation:** Accurately document interactions and resolutions within the customer relationship management (CRM) system to promote clarity and continuity in customer support efforts.
- **Feedback Loop:** Collect and report customer feedback to appropriate internal teams for product and service enhancements, ensuring the customer's voice influences decision-making.
- **Collaboration:** Work closely with other team members and departments (such as marketing and sales) to deliver a seamless customer experience and foster a collaborative environment within the company.
- **Performance Monitoring:** Meet and strive to exceed established key performance indicators (KPIs), including response time, customer satisfaction scores, and resolution rates.
- **Continuous Improvement:** Stay updated with product knowledge and industry trends to provide informed and relevant support, contributing to the ongoing improvement of customer service practices.
**Requirements:**
- **Experience:** Minimum 3 years of experience in a customer service role, preferably in an online live chat environment or related field.
- **Educational Background:** Bachelor's degree in Communication, Business, or a related discipline is an advantage.
- **Technical Skills:** Proficient in using live chat software, CRM tools, and other relevant technologies. Familiarity with social media platforms is a plus.
- **Personal Attributes:**
- Resilient: Ability to handle challenging customer interactions with composure and professionalism.
- Independent: Self-motivated with the ability to work independently and make decisions in a fast-paced environment.
- **Soft Skills:**
- Emotional Intelligence: Adept at understanding and managing one's own emotions as well as empathizing with customers' feelings and needs.
- Problem-Solving: Strong analytical skills to address customer issues effectively and creatively in a timely manner.
**Benefits:**
- Dental insurance
- Relocation allowance
- Joining bonus
**Working Environment:**
At Ayala Corporation, we strive for excellence and uphold high standards in all endeavors. We believe in a culture that encourages continuous learning, innovation, and professional growth while maintaining a supportive and inclusive atmosphere.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Ayala Corporation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We look forward to welcoming a passionate Online Live Chat Specialist to our team who shares our commitment to excellence and customer service!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
