**Job Title:** Online Web Chat Associate
**Company:** Advance
**Location:** Makati, NCR, PH
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 2
---
**Job Description:**
Advance is seeking a dynamic and driven Online Web Chat Associate to join our team in Makati. This part-time role is perfect for an energetic individual who excels in a fast-paced environment and has a passion for providing exceptional customer service. As a key member of our customer support team, you will be responsible for engaging with our clients through online chat platforms, resolving inquiries, and contributing to a positive customer experience.
**Key Responsibilities:**
- **Customer Support:** Manage real-time online chat inquiries from customers and prospects, providing timely and knowledgeable responses to enhance their experience with Advance.
- **Problem Solving:** Address customer issues efficiently by troubleshooting problems, providing information about products/services, and escalating complex issues to the appropriate departments.
- **Documentation:** Accurately document all customer interactions in the CRM system to ensure effective tracking and resolution of inquiries while maintaining detailed records of customer feedback.
- **Collaboration:** Work closely with product and marketing teams to relay customer insights and feedback to drive improvements in products and services.
- **Data Utilization:** Leverage data analytics to monitor customer interactions and identify trends, using this information to contribute to strategic planning and enhancements to the customer support process.
- **Training and Development:** Assist in the training of new team members, sharing best practices and contributing to the continuous improvement of the team's performance.
- **Performance Metrics:** Meet and exceed KPIs including response times, customer satisfaction scores, and resolution rates while upholding the company's standards for quality and service.
- **Product Familiarization:** Stay updated on all company products and services, ensuring you have the necessary knowledge to provide accurate information and support to customers.
- **Feedback Implementation:** Collect and analyze customer feedback to propose actionable recommendations for improving the overall customer experience.
**Requirements:**
- **Experience:** Minimum of 2 years of experience in a customer service role, specifically in an online chat environment.
- **Education:** Bachelor's degree in any related field preferred but not required; relevant experience will be considered.
- **Technical Skills:** Proficiency in using chat support software and CRM tools. Familiarity with data analytics tools is a plus.
- **Personality Traits:**
- Driven: Self-motivated and goal-oriented, with a keen desire to succeed.
- Energetic: Enthusiastic and able to engage customers positively.
- **Soft Skills:**
- Strategic Planning: Ability to think critically and contribute to broader team strategies.
- Attention to Detail: Keen focus on details to ensure accuracy and quality in customer interactions.
**Benefits:**
- Company-provided transportation for commuting convenience.
- Flexible remote work options to promote work-life balance.
- Reimbursement for travel and spending expenses during work-related activities.
**Working Environment:**
At Advance, we believe in leveraging data to inform decisions and drive strategic initiatives. You will be part of an innovative team that fosters collaboration and values every contribution. We encourage a culture of continuous improvement and creativity, where your insights can make a difference.
**Application Deadline:** October 6, 2024
**Equal Opportunity Statement:**
Advance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made based on qualifications, merit, and business needs. We encourage applications from all individuals, regardless of race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws.
---
**Apply Now!** If you are passionate about providing stellar customer service and want to be part of a team that values your contributions, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
