**Job Title**: Web Chat Associate - Remote Work
**Company**: Advance
**Location**: Cebu, Central Visayas, PH
**Job Type**: Part-time
**Seniority Level**: Associate Level
**Years of Experience**: 3
**Company Overview**:
At Advance, we are committed to empowering individuals and fostering a culture of inclusivity and mentorship. Our remote working environment allows us to cultivate leaders who inspire growth and collaboration among team members. Join our dynamic team and contribute to an organization that values every voice.
**Job Description**:
As a Web Chat Associate at Advance, you will play a key role in delivering exceptional customer service through live chat support. You will be responsible for providing timely, accurate, and helpful responses to customer inquiries, ensuring a seamless customer experience. Your ability to engage with customers effectively and handle inquiries across various platforms will be critical to our growth and success.
**Key Responsibilities**:
- Respond to customer inquiries via web chat in a professional and friendly manner.
- Provide complete and accurate information regarding products, services, and policies.
- Troubleshoot and resolve customer issues promptly while maintaining a high level of customer satisfaction.
- Maintain detailed records of customer interactions and follow up as necessary to ensure resolution.
- Collaborate with team members and other departments to address customer needs and improve processes.
- Identify and escalate complex issues to the appropriate channels when necessary.
- Participate in ongoing training sessions to enhance product knowledge and customer service skills.
- Support the development of chat scripts and FAQs to improve efficiency and response accuracy.
- Uphold company standards while promoting a positive and inclusive working environment.
- Assist in gathering customer feedback to inform product and service improvements.
**Requirements**:
- Minimum of 3 years of experience in customer service, particularly in a web chat role.
- Proven ability to manage multiple tasks in a fast-paced environment.
- Excellent written communication skills with a tailored approach for diverse customer needs.
- Strong critical thinking and problem-solving skills to address customer inquiries efficiently.
- Proven ability to demonstrate leadership qualities in team settings.
- Resilience and reliability, with a consistent history of achieving targets and maintaining attendance.
- Flexibility to work varied shifts, including evenings and weekends.
- Basic knowledge of customer relationship management (CRM) software is a plus.
**Personality Traits**:
- **Resilient**: Able to handle challenging interactions with grace and perseverance.
- **Reliable**: Dependable with a strong commitment to performing job responsibilities and meeting deadlines.
**Soft Skills**:
- **Leadership**: Ability to inspire, mentor, and support fellow team members, helping create an inclusive team environment.
- **Critical Thinking**: Aptitude for analyzing situations and determining effective solutions quickly.
**Benefits**:
- Free accommodation for remote workers in designated areas.
- Vision insurance to support your eye care needs.
- Paid Time Off (PTO) to encourage work-life balance.
**Working Environment**:
We prioritize cultivating leaders who foster inclusivity and mentorship, ensuring that all team members feel valued and supported.
**Equal Opportunity Statement**:
Advance 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.
**Application Deadline**:
Please submit your application by **October 4, 2024**. We look forward to welcoming you to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
