**Job Title: Web Chat Representative**
**Company: MadEats**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Deadline to Apply: ******** **
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### Job Description:
MadEats, a fast-growing food service company, is seeking a dynamic and driven Web Chat Representative to join our team in Cebu. This part-time role is ideal for individuals who thrive in an energetic and rapidly evolving work environment and are passionate about providing exceptional service to our customers. As a Web Chat Representative, you will be the first point of contact for our customers online, assisting them with their inquiries and ensuring a seamless experience throughout their interaction with MadEats.
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### Key Responsibilities:
- **Engage with Customers:** Provide prompt and professional responses to customer inquiries via web chat, ensuring a friendly and positive experience at all times.
- **Product Knowledge:** Maintain comprehensive knowledge of MadEats' menu offerings, promotions, and policies to effectively assist customers and address their concerns.
- **Conflict Resolution:** Utilize strong persuasion and negotiation skills to address customer complaints and issues, ensuring satisfactory resolutions that align with company policies.
- **Sales Support:** Identify opportunities to upsell or cross-sell products during customer interactions to enhance overall sales performance.
- **Data Management:** Accurately log customer interactions and feedback in the system, maintaining detailed records to help improve future service.
- **Collaboration:** Work closely with other departments (e.g., marketing, operations) to relay customer feedback and participate in initiatives aimed at improving service quality.
- **Performance Metrics:** Meet or exceed established KPIs (Key Performance Indicators) related to response time, customer satisfaction, and sales support.
- **Adherence to Protocols:** Follow company guidelines and industry best practices to ensure compliance with data protection regulations while handling customer information.
- **Continuous Improvement:** Regularly participate in training sessions and team meetings to stay updated on new products, services, and processes to further enhance customer interaction skills.
- **Planning and Organization:** Efficiently manage time and prioritize tasks to handle peak chat volumes without compromising service quality.
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### Requirements:
- **Experience:** A minimum of three years of experience in customer service or a similar role, with a focus on online communication channels.
- **Education:** A bachelor's degree preferred but not mandatory; relevant certifications in customer service or communication will be valued.
- **Technical Skills:** Proficiency in using web chat software and CRM systems. Familiarity with basic troubleshooting for technical issues related to web communication.
- **Personality Traits:** Resourceful, energetic, and proactive in anticipating customer needs. Must possess a positive attitude that translates into excellent customer interactions.
- **Soft Skills:**
- Strong persuasion skills to influence customer decisions positively.
- Excellent planning skills to handle multiple chat sessions effectively and efficiently.
- **Communication Skills:** Outstanding verbal and written communication skills in English are essential. Proficiency in Filipino or other regional languages is a plus.
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### Working Environment:
At MadEats, we foster an inclusive culture that celebrates diversity and encourages professional growth. Our employees thrive in an energetic and rapidly evolving work setting where collaboration and innovation are keys to our success.
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### Benefits:
- Paid sick leave
- Parental leave
- Disability insurance
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**Equal Opportunity Statement:**
MadEats 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. All employment decisions are made without regard to race, color, religion, sex, national origin, disability, or any other protected status.
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If you are a resourceful and energetic individual looking to make an impact in an exciting role, we want to hear from you. Please submit your application by the deadline of October 16, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
