Chat Support (Lead Specialist)

VALUEHOME FURNITURE TRADING; Davao City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Valuehome Furniture Trading in Davao City is seeking a Chat Support Lead Specialist to supervise our chat team and maintain high service standards. The role bridges frontline support and management, ensuring prompt, professional, and empathetic assistance across chat channels.

You will lead escalation handling, monitor quality metrics, train new agents, and drive process improvements while collaborating with other departments to enhance customer satisfaction.

Qualifications

• 2–3 years in a supervisory or lead customer service role.
• Excellent written communication and empathy through chat.
• Strong leadership to motivate and manage a team.
• Ability to handle challenging customer situations with patience.

Responsibilities

• Handle complex and escalated inquiries with professionalism and efficiency.
• Monitor chat interactions and quality metrics, identifying opportunities for improvement.
• Respond to customer inquiries promptly via chat, providing accurate information.
• Maintain knowledge of product range, policies and procedures to support customers and team.
• Contribute to chat support documentation, FAQs and response templates.
• Track and report on team performance metrics (response times, satisfaction, resolution).
• Collaborate with other departments to resolve issues and improve service delivery.
• Train new team members on chat protocols and policies.
• Identify trends in inquiries and provide insights for improvements.

Skills

Leadership

Chat support platforms

CRM systems

Written communication

Time management

Team training

Process improvement

Multitasking

Retail knowledge

Tools

CRM software

Job description

About the role

We are seeking an experienced and dedicated Chat Support Lead Specialist to join the customer service team at Valuehome Furniture Trading. In this full‑time position based in Davao City, Davao del Sur, you will take on a leadership role within our chat support operations, overseeing team performance whilst maintaining exceptional customer service standards. This is a strategic position that bridges the gap between frontline support staff and management, ensuring that our customers receive prompt, professional and empathetic assistance across all chat channels. Your leadership, communication skills and deep understanding of customer service excellence will be instrumental in driving team success and customer satisfaction.

Key responsibilities

• Handle complex and escalated customer inquiries with professionalism and efficiency, resolving issues to the highest standard.

• Monitor chat interactions and quality metrics, identifying opportunities for improvement and implementing best practices across the team.

• Respond to customer inquiries promptly via chat channels, ensuring accurate and helpful information is provided regarding furniture products and services.

• Maintain comprehensive knowledge of Valuehome Furniture Trading's product range, policies and procedures to support both customers and team members.

• Contribute to the development and maintenance of chat support documentation, FAQs and response templates.

• Track and report on team performance metrics, including response times, customer satisfaction ratings and resolution rates.

• Collaborate with other departments to resolve customer issues and improve overall service delivery.

• Train new team members on chat protocols, company policies and customer service best practices.

• Identify trends in customer inquiries and provide insights to management for continuous improvement initiatives.

What we're looking for

• Proven experience in a customer service or chat support role, with at least 2-3 years in a supervisory or lead capacity.

• Exceptional written communication skills with the ability to convey professionalism and empathy through chat channels.

• Strong leadership capabilities with the ability to motivate and manage a team effectively

• Excellent problem-solving skills and the ability to handle challenging customer situations with patience and composure.

• Proficiency in using chat support platforms and CRM systems.

• Strong organisational skills and attention to detail.

• Ability to multitask and manage multiple customer conversations simultaneously.

• Knowledge of the furniture industry or retail sector is advantageous.

• A proactive approach to identifying and implementing process improvements.

• Excellent time management and the ability to work to strict performance targets.

What we offer

At Valuehome Furniture Trading, we are committed to creating a supportive and rewarding workplace for our employees. We offer competitive remuneration packages, opportunities for professional development and career progression within our growing organisation. We provide a collaborative work environment where your contributions are valued and recognised. Additionally, we offer comprehensive on‑the‑job training to ensure you have all the tools and knowledge needed to excel in this role. We believe in fostering a positive company culture that prioritises employee wellbeing and work‑life balance.

About us

Valuehome Furniture Trading is a dynamic and customer‑focused furniture retail company dedicated to providing high‑quality furniture solutions and exceptional service to our customers. With a strong commitment to excellence, innovation and customer satisfaction, we have established ourselves as a trusted name in the furniture industry. Our team is passionate about delivering outstanding experiences, and we believe that our employees are central to our success. We are proud of our inclusive workplace culture and our commitment to supporting the professional growth of our team members.