**Job Title: Web Chat Officer**
**Company: Sprout Solutions**
**Location: Taguig, NCR, PH**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
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### **Job Description**
Sprout Solutions, a leading provider of HR and payroll solutions, is seeking a dedicated and enthusiastic **Web Chat Officer** to join our dynamic team. This part-time role is based in Taguig and focuses on providing exceptional customer service through web chat channels. The successful candidate will be instrumental in facilitating customer inquiries and ensuring a seamless user experience while embodying our company values of innovation, integrity, and collaboration.
### **Key Responsibilities**
- **Customer Engagement:**
Engage with customers in real-time via web chat, providing timely and accurate responses to inquiries and resolving issues effectively.
- **Product Knowledge:**
Maintain an up-to-date understanding of our product offerings, features, and services to provide relevant information to customers and assist in their decision-making process.
- **Issue Resolution:**
Identify customer pain points, troubleshoot problems, and escalate complex issues to relevant departments to ensure swift resolution.
- **Documentation:**
Accurately document all interactions in our customer relationship management (CRM) system, ensuring information is recorded efficiently for future reference and quality assurance purposes.
- **Feedback Collection:**
Gather and relay customer feedback to the appropriate teams to facilitate product improvement and enhance overall service quality.
- **Target Achievement:**
Meet and exceed performance targets related to response times, customer satisfaction ratings, and other key performance indicators (KPIs).
- **Collaboration:**
Work closely with the Customer Support and Sales teams to streamline processes and share insights on customer trends and feedback.
- **Continuous Improvement:**
Participate in training sessions and team meetings, contributing ideas for enhancing service delivery and overall customer experience.
### **Qualifications and Requirements**
- **Experience:**
Minimum of 3 years of relevant experience in customer service, particularly in a web chat or online support environment.
- **Education:**
Bachelor's degree or equivalent experience in a related field is preferred.
- **Technical Skills:**
Proficiency with web chat software, CRM tools, and basic computer applications (e.g., Microsoft Office Suite).
- **Personality Traits:**
- **Confident:** Exhibit a strong sense of confidence while engaging with customers, making them feel valued and understood.
- **Hardworking:** Demonstrate a solid work ethic with a commitment to achieving individual and team goals.
- **Soft Skills:**
- **Planning:** Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- **Attention to Detail:** Meticulous in documenting customer interactions and following up on inquiries to ensure accuracy and consistency in service delivery.
### **Benefits**
- **Parental Leave:** Generous leave policies supporting work-life balance.
- **Free Accommodation:** Comfortable living arrangements provided for eligible team members.
- **Training & Professional Development:** Ongoing opportunities for learning and growth to enhance your skill set and career prospects.
### **Working Environment**
At Sprout Solutions, we believe in fostering a vibrant and joyful workplace. Our culture encourages creativity, collaboration, and a positive atmosphere, empowering team members to thrive in their roles and contribute to our mission of delivering exceptional service.
### **Application Deadline**
To be considered for this opportunity, please submit your application by **October 5, 2024.**
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**Equal Opportunity Statement:**
Sprout Solutions 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
