**Job Title:** Web Chat Specialist
**Company:** Cropital
**Location:** Caloocan, NCR, Philippines
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**Job Description:**
Cropital is seeking an energetic and adaptable Web Chat Specialist to join our dynamic team. As a key member of our customer engagement strategy, the ideal candidate will be responsible for delivering exceptional support and engagement to our clients through our web chat platform. This role requires a blend of excellent communication skills, creativity, and project management capabilities to ensure that customer interactions are handled efficiently and effectively.
**Key Responsibilities:**
1. **Customer Engagement:**
- Respond promptly to customer inquiries via web chat while maintaining a friendly and professional demeanor.
- Provide accurate information regarding our products, services, and promotions, assisting customers in making informed decisions.
2. **Issue Resolution:**
- Handle customer complaints and issues with empathy and understanding, ensuring appropriate follow-up to guarantee customer satisfaction.
- Escalate complex issues to relevant departments when necessary and ensure timely resolution.
3. **Content Management:**
- Collaborate with the marketing team to update and maintain chat scripts, FAQs, and other resources to enhance the customer experience.
- Contribute creative ideas to improve communication processes and strategies.
4. **Performance Tracking:**
- Monitor chat metrics and provide regular reports on customer interactions, satisfaction ratings, and areas for improvement.
- Analyze customer feedback to identify trends and opportunities for enhancing service quality.
5. **Project Coordination:**
- Assist in managing ongoing projects related to customer service enhancement, ensuring timely completion and adherence to deadlines.
- Participate in brainstorming sessions and contribute to team meetings to foster a collaborative working environment.
6. **Training and Development:**
- Participate in training sessions to stay up-to-date on product knowledge, service protocols, and industry best practices.
- Mentor and assist new staff members in understanding the web chat processes and customer service expectations.
**Qualifications:**
- **Experience:** Minimum of 4 years of experience in a customer service or web chat role, preferably within a tech or e-commerce environment.
- **Education:** A bachelor's degree or equivalent experience in a related field is preferred.
- **Technical Skills:** Familiarity with web chat software and CRM systems. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
**Personality Traits:**
- Energetic: Bring positivity and enthusiasm to each customer interaction to enhance their experience.
- Adaptable: Quickly adjust to changing priorities and demands in a fast-paced environment.
**Soft Skills:**
- Project Management: Demonstrated ability to manage multiple projects simultaneously while maintaining high-quality standards.
- Creativity: Ability to think outside the box to develop innovative solutions for enhancing customer interactions.
**Benefits:**
- Dental insurance
- Vision insurance
- Remote work flexibility
**Working Environment:**
At Cropital, we embrace a culture that challenges norms and encourages bold thinking. We value creative problem-solving and open communication, ensuring that every team member feels empowered to share ideas that can drive us forward.
**Application Deadline:**
Please submit your application by October 4, 2024.
**Equal Opportunity Statement:**
Cropital 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, experiences, and perspectives.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
