**Job Title:** Web Chat Specialist - Work from Home
**Company:** Lazada Philippines
**Location:** Parañaque, NCR, PH
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
Lazada Philippines, a leading e-commerce platform, is seeking a motivated and skilled Web Chat Specialist to join our growing team. This is a part-time work-from-home position that plays a critical role in enhancing customer experience and satisfaction. You will be responsible for promptly addressing customer inquiries, resolving issues, and providing product information while embodying our values of excellence and customer-centricity.
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**Key Responsibilities:**
1. **Customer Interaction:**
- Provide real-time support to customers via web chat, ensuring timely, professional, and friendly communication.
- Resolve customer inquiries regarding order status, product information, payment issues, returns, and refunds efficiently.
2. **Issue Resolution:**
- Identify customer issues and concerns effectively, utilizing problem-solving skills to provide appropriate solutions.
- Escalate complex issues to higher-level support or relevant teams while ensuring a seamless handover.
3. **Customer Engagement:**
- Engage customers in meaningful conversations to identify their needs and provide personalized recommendations.
- Encourage customers to utilize Lazada features to enhance their shopping experience.
4. **Documentation and Reporting:**
- Maintain accurate records of customer interactions, feedback, and resolutions in the designated CRM system.
- Prepare and submit regular reports on customer interactions, common issues, and suggestions for service improvement.
5. **Product and Service Knowledge:**
- Stay informed about Lazada's product offerings, promotions, and policies to provide accurate information to customers.
- Participate in training sessions and learning opportunities to continuously enhance product and service knowledge.
6. **Team Collaboration:**
- Collaborate with other team members to share knowledge, strategies, and best practices for improving customer service.
- Participate in team meetings and training activities, contributing ideas and feedback for team improvement.
7. **Performance Monitoring:**
- Meet and exceed individual performance metrics, such as response times, resolution rates, and customer satisfaction scores.
- Actively seek opportunities for personal development and growth in the role.
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**Requirements:**
- **Education & Experience:**
- Minimum of 3 years of experience in customer service or a related field, preferably in an e-commerce or retail environment.
- A bachelor's degree in a related field is preferred but not mandatory.
- **Technical Skills:**
- Proficiency in using customer support tools and CRM software.
- Familiarity with live chat tools and messaging platforms.
- Strong computer skills with fast typing speed and accurate data entry.
- **Personality Traits:**
- Resourceful and proactive problem-solver with a passion for helping others.
- Demonstrates a positive attitude and enthusiasm for e-commerce and customer service.
- **Soft Skills:**
- Strong decision-making abilities to handle customer inquiries efficiently.
- Excellent strategic planning skills to navigate customer issues and enhance satisfaction.
- **Communication Skills:**
- Exceptional written communication skills with a focus on clarity and professionalism.
- Ability to articulate information clearly and effectively to customers of diverse backgrounds.
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**Benefits:**
- Paid sick leave
- Gym membership
- Free accommodation for eligible employees
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**Working Environment:**
At Lazada Philippines, we are committed to supporting our employees in their personal and professional development. We offer a collaborative, positive work environment that fosters growth, learning, and teamwork, ensuring our team members have the tools and resources needed to succeed.
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**Application Process:**
Interested candidates are invited to apply by submitting their resume and a cover letter outlining their relevant experience. The deadline for applications is **September 19, 2024**.
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Lazada Philippines 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, sex, national origin, or disability status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
