**Job Title:** Web Chat Associate
**Company:** Coins.ph
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 3
---
### Job Description:
Coins.ph is seeking a passionate and confident Web Chat Associate to join our dynamic customer support team in Cebu. The ideal candidate will be responsible for managing customer inquiries via web chat, providing outstanding service, and ensuring customer satisfaction. As a vital part of our commitment to understanding and exceeding customer expectations, you will have the opportunity to represent our brand while fostering positive relationships with our users.
### Key Responsibilities:
- **Customer Support:** Respond professionally to customer inquiries through the web chat platform, providing accurate information regarding products, services, and account issues promptly and effectively.
- **Issue Resolution:** Identify and resolve customer complaints and problems, utilizing problem-solving skills and innovative approaches to ensure a positive outcome.
- **Product Knowledge:** Maintain a thorough understanding of Coins.ph products and services to effectively communicate features, benefits, and troubleshoot potential issues.
- **Documentation:** Document customer interactions and feedback accurately in the customer database to enhance service quality and contribute to knowledge management.
- **Team Collaboration:** Work closely with other departments to cross-reference customer needs and improve service delivery, sharing insights gathered from customer interactions.
- **Performance Metrics:** Track and report key performance indicators relevant to chat metrics such as response time, customer satisfaction, and issue resolution rates.
- **Feedback Loop:** Proactively gather customer feedback and identify trends to recommend service enhancements and streamline operational processes.
- **Continuous Learning:** Stay updated with industry trends and changes in services, technologies, and customer support best practices to enhance personal and team performance.
### Requirements:
- **Experience:** A minimum of 3 years in a customer service or support role, with hands-on experience in web chat or similar communication channels preferred.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is a plus.
- **Personality Traits:**
- **Passionate:** Demonstrated enthusiasm for customer service and championing user experience.
- **Confident:** Ability to engage customers positively and handle challenging situations with poise.
- **Soft Skills:**
- **Planning:** Strong organizational skills to manage multiple inquiries efficiently while adhering to deadlines.
- **Innovation:** Willingness to suggest and implement creative solutions to enhance the customer experience.
- **Technical Skills:** Proficiency in using customer support software, web chat tools, and CRM systems. Familiarity with digital currency and related technologies is a significant advantage.
- **Communication Skills:** Excellent verbal and written communication skills in English, with proficiency in Filipino or other local dialects as a plus.
### Benefits:
- **Travel Opportunities:** Explore new locations and experiences in line with business engagements and team-building activities.
- **Dental Insurance:** Comprehensive dental coverage to support your health and wellness.
- **Parental Leave:** Generous parental leave allowing you to focus on family during critical times.
### Working Environment:
At Coins.ph, we believe in fostering a work culture that is centered around understanding and exceeding customer expectations. Our team is dedicated to innovation and creating a compelling customer experience while supporting each member's growth and development.
### How to Apply:
Interested candidates are encouraged to submit their application by **October 24, 2024**. Please send your resume and a cover letter detailing your experience and passion for customer service to [email address].
---
**Equal Opportunity Statement:**
Coins.ph is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.