**Job Title:** Online Web Chat Representative
**Company:** FlySpaces
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
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**Job Description:**
FlySpaces is seeking a motivated and customer-oriented Online Web Chat Representative to join our dynamic team. In this role, you will be the first point of contact for our clients, providing exceptional support and assistance through our web chat platform. If you are resilient, driven, and passionate about delivering outstanding customer service, we want to hear from you!
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**Key Responsibilities:**
1. **Customer Engagement:**
- Respond to customer inquiries via web chat in a timely, professional, and friendly manner.
- Build rapport with customers by demonstrating active listening and empathy to understand their needs and concerns.
2. **Issue Resolution:**
- Identify and resolve customer issues effectively and efficiently, bringing them to a satisfactory conclusion.
- Escalate complex issues to appropriate departments while maintaining clear communication with customers.
3. **Product Knowledge:**
- Maintain comprehensive knowledge of FlySpaces products and services to provide accurate information and recommendations to customers.
- Stay updated on any changes to product offerings and company policies.
4. **Documentation and Reporting:**
- Accurately document customer interactions and follow-up actions in the Customer Relationship Management (CRM) system.
- Provide feedback on recurring customer issues or trends to improve service delivery.
5. **Collaboration:**
- Work closely with other team members and departments to ensure a seamless customer experience.
- Share knowledge and best practices with colleagues to enhance overall team performance.
6. **Quality Assurance:**
- Participate in ongoing training sessions to continuously improve product knowledge and customer service skills.
- Adhere to company policies and procedures to maintain service standards.
7. **Performance Tracking:**
- Meet and exceed key performance indicators (KPIs) related to chat response times, customer satisfaction scores, and issue resolution rates.
- Engage in self-assessment and a willingness to receive constructive feedback for personal growth.
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**Requirements:**
- **Experience:** Minimum of 3 years experience in customer service or online chat support roles.
- **Educational Background:** Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Personality Traits:**
- Resilient: Ability to remain calm and composed under pressure, effectively handling challenging customer situations.
- Driven: Strong motivation to achieve individual and team performance objectives.
- **Soft Skills:**
- Adaptability: Flexible in adjusting to changing circumstances and customer needs while maintaining a positive attitude.
- Planning: Strong organizational skills with the ability to prioritize duties and manage time effectively to meet deadlines.
- **Technical Skills:**
- Proficiency in using web chat platforms and CRM software is a plus.
- Basic understanding of internet technologies and digital communication channels.
- **Language Proficiency:**
- Excellent verbal and written communication skills in English; proficiency in local languages is a plus.
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**Benefits:**
- **Relocation Allowance:** Financial support for candidates relocating to Cebu.
- **Training & Professional Development:** Continuous training opportunities to hone skills and grow your career.
- **Disability Insurance:** Coverage to support you in case of unforeseen circumstances affecting your work capacity.
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**Working Environment:**
At FlySpaces, we nurture an entrepreneurial atmosphere, even within an established organization. We encourage our team members to think creatively, take initiative, and contribute to the growth and success of the company.
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**Application Deadline:**
Please submit your application by **October 13, 2024**.
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**Equal Opportunity Statement:**
FlySpaces 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, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.
Join us and be part of a forward-thinking company that prioritizes customer success and professional growth!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
