**Job Title:** Web Chat Associate - Work from Home
**Company:** MetroMart
**Location:** Davao City, Davao, PH
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
MetroMart is seeking a dedicated and motivated Web Chat Associate to join our dynamic customer support team. In this part-time, work-from-home role, you will be responsible for providing exceptional customer service through web chat interactions, ensuring that our clients have a seamless and positive experience with our services.
**Key Responsibilities:**
1. **Customer Engagement:**
- Respond promptly and professionally to customer inquiries via web chat, addressing questions, concerns, and product-related issues.
- Maintain a friendly and approachable demeanor to foster a positive interaction with customers.
2. **Issue Resolution:**
- Identify customer issues or concerns and provide effective solutions while escalating complex problems to the appropriate departments when necessary.
- Document customer interactions accurately, noting issues and feedback for further analysis.
3. **Product Knowledge and Support:**
- Stay up to date with MetroMart's product offerings, promotions, and policies to provide accurate information to customers.
- Educate customers about services and guide them through processes to enhance their experience.
4. **Follow-up and Feedback:**
- Conduct follow-up communications with customers to ensure their issues have been resolved satisfactorily.
- Gather customer feedback to contribute to improving service delivery and customer satisfaction.
5. **Performance Tracking:**
- Meet and strive to exceed KPIs such as response time, customer satisfaction ratings, and chat volume statistics.
- Participate in team meetings and training sessions, contributing ideas to optimize chat operations.
6. **Record Keeping:**
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Analyze interaction data to identify trends, common questions, and customer needs.
**Requirements:**
- **Education & Experience:**
- Minimum of 3 years of experience in customer service or a similar role, preferably with a focus on chat support.
- Bachelor's degree in a relevant field is preferable.
- **Skills:**
- Exceptional written and verbal communication skills in English; proficiency in additional languages is a plus.
- Strong presentation abilities to effectively communicate information to customers and team members.
- Proficient in using web chat software and CRM systems; familiarity with Microsoft Office Suite.
- **Personality Traits:**
- Hardworking: Demonstrates a strong work ethic and eagerness to assist customers effectively.
- Confident: Engages customers with assurance, maintaining a positive outlook even during challenging interactions.
- **Soft Skills:**
- Excellent problem-solving skills with the ability to think critically and create innovative solutions.
- Strong organizational skills with the ability to handle multiple tasks and deadlines in a fast-paced environment.
**Benefits:**
- Competitive retirement plan to support your future.
- Paid Time Off (PTO) to ensure a healthy work-life balance.
- Free accommodation provided for selected roles or events.
**Working Environment:**
At MetroMart, we are committed to supporting our employees in their personal and professional development. Our team collaborates in a friendly and inclusive environment that empowers individuals to grow and excel in their roles.
**Application Process:**
If you possess the requisite skills and experience and are excited to contribute to a growing company, please submit your application by **September 28, 2024**. We look forward to reviewing your application!
**Equal Opportunity Statement:**
MetroMart is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
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