**Job Title:** Web Chat Specialist
**Company:** Ayala Corporation
**Location:** Quezon City, NCR, PH
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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### Job Description:
Ayala Corporation, a leading conglomerate known for its innovative business practices and customer-centric approach, is seeking a passionate and energetic Web Chat Specialist to join our team in Quezon City. This is a part-time position, ideal for individuals who possess a strong skill set in customer interaction and web communication. The successful candidate will play a crucial role in enhancing the customer experience through effective, timely, and engaging chat support.
### Key Responsibilities:
- **Customer Interaction:**
- Provide real-time assistance to customers via web chat, addressing inquiries and resolving issues promptly.
- Maintain a friendly, professional demeanor to foster positive customer relationships.
- **Product Knowledge:**
- Acquire in-depth knowledge of Ayala Corporation's products and services to provide accurate information and support.
- Stay updated with product changes, promotions, and company policies to give informed responses.
- **Issue Resolution:**
- Manage and escalate complex customer issues to appropriate departments, ensuring swift resolution.
- Document customer interactions and maintain a database of inquiries to help improve future responses.
- **Performance Monitoring:**
- Analyze chat interactions and customer feedback to identify trends and areas for improvement.
- Collaborate with the customer service team to develop strategies aimed at enhancing customer satisfaction.
- **Reporting:**
- Prepare weekly and monthly performance reports highlighting key metrics, including response times, resolution rates, and customer satisfaction scores.
- Provide recommendations based on data analysis to improve service delivery and customer engagement.
- **Project Management:**
- Assist in planning and managing chat-related projects, ensuring timely implementation of initiatives.
- Participate in training sessions and share knowledge with team members to promote continuous improvement.
### Requirements:
- **Educational Background:**
- Bachelor's degree in Communications, Business, Marketing, or a related field is preferred.
- **Experience:**
- A minimum of 3 years of experience in a customer service role, particularly in a chat support environment.
- Proven track record in managing customer relationships effectively.
- **Technical Skills:**
- Proficiency in using chat software and customer relationship management (CRM) tools.
- Basic understanding of HTML/CSS is a plus but not mandatory.
- **Soft Skills:**
- Exceptional planning and organizational skills with the ability to manage multiple tasks.
- Strong project management capabilities to oversee chat support initiatives.
- **Personality Traits:**
- Passionate about delivering excellent customer service and creating positive customer experiences.
- Energetic and enthusiastic in all customer interactions, portraying a can-do attitude.
### Benefits:
- Travel and spending expenses covered for work-related travel.
- Employee discounts on company products and services.
- Free accommodation during business trips or assignments outside the local area.
### Working Environment:
At Ayala Corporation, we pursue excellence in every endeavor, setting a high standard for achievement. We foster a collaborative and dynamic work atmosphere that values innovation, teamwork, and commitment to providing top-notch service.
### Application Deadline:
Please submit your application by **October 2, 2024**.
### Equal Opportunity Statement:
Ayala Corporation 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, sexual orientation, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
