**Job Title:** Web Chat Assistant - Remote Work
**Company:** ChatGenie
**Location:** Quezon City, NCR, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
**Overview:**
ChatGenie, a leading provider of digital communication solutions, is seeking an enthusiastic and capable Web Chat Assistant to join our expanding team. This position is crucial in maintaining high customer satisfaction through prompt, efficient, and friendly communication via chat. As a part-time remote employee, you'll be an essential touchpoint for our clients, assisting them in navigating our products and services effectively.
**Key Responsibilities:**
- **Customer Engagement:** Respond to chat inquiries from customers in a timely manner, providing helpful information, support, and solutions to their questions or concerns.
- **Issue Resolution:** Effectively handle customer service issues and escalate complex queries to senior team members where necessary, ensuring high levels of customer satisfaction.
- **Product Knowledge:** Maintain an expert understanding of our product offerings, features, and updates, so that you can provide accurate and helpful information to customers.
- **Documentation and Reporting:** Keep detailed records of customer interactions, including chats, emails, and any other relevant correspondence. Report trends or frequently asked questions to the management team to improve services.
- **Collaboration:** Work closely with the marketing and sales teams to understand campaign objectives and assist in achieving customer engagement and retention goals.
- **Strategic Planning:** Contribute to the development of chat support strategies that enhance customer experience and align with business goals.
- **Training and Development:** Participate in regular training sessions to enhance product knowledge and customer service skills; assist in onboarding and training new team members as needed.
- **Feedback Loop:** Gather customer feedback and insights from chat interactions to inform product development and improve overall customer experience.
**Qualifications:**
- A minimum of 3 years of experience in customer service or a related field, preferably in a chat or digital communications role.
- Proven experience handling customer inquiries and resolving issues effectively while maintaining high customer satisfaction rates.
- Strong written communication skills with the ability to convey information clearly and concisely through chat.
- Demonstrable problem-solving abilities and a capacity to think strategically about customer engagement and support.
- High level of emotional intelligence; able to sense customer emotions and respond appropriately.
- Confidence and resilience when faced with challenges or difficult customer interactions.
- Familiarity with chat support tools, customer relationship management (CRM) platforms, and reporting systems.
- Ability to work independently and manage time effectively in a remote work environment.
**Personality Traits:**
- Confident: Possess a strong sense of self-assurance in your skills and abilities to serve customers.
- Resilient: Demonstrate the ability to recover quickly from difficulties and remain positive during challenging customer interactions.
**Benefits:**
- Relocation allowance for those who may wish to join us in Quezon City in the future.
- Travel opportunities to attend training sessions, conferences, or company retreats.
- Paid Time Off (PTO) to support work-life balance and personal well-being.
**Working Environment:**
At ChatGenie, we prioritize employee well-being through various health and wellness initiatives. We believe in fostering a supportive and inclusive work culture where our employees feel valued and empowered to reach their full potential.
**Application Deadline:**
Please submit your application by November 3, 2024.
**Equal Opportunity Statement:**
ChatGenie 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.
Join us at ChatGenie and help shape the future of digital communication! We look forward to receiving your application.How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.