Chat Support Specialist

INTELEGENCIA BPO LLC CORP.; Antipolo; On-site; PHP 190,000 - 279,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking detail-oriented Customer Service Specialists to support Australian eCommerce operations via email and ticketing systems from the Antipolo onsite office.

You will handle inquiries about orders, refunds, and after-sales issues, coordinating with stores and suppliers to resolve problems. This strictly non-voice role emphasizes written communication, organization, and problem-solving.

Qualifications

• Excellent written English communication and professional email etiquette.
• Strong attention to detail when creating, updating, and documenting service tickets.
• Good organizational and time-management skills to manage multiple requests.
• Basic computer skills and ability to navigate different systems.
• Ability to follow SOPs and established procedures.
• Customer-focused mindset with problem-solving ability.
• Clear and professional written communication of customer concerns.

Responsibilities

• Respond to customer inquiries and concerns through email and ticketing systems.
• Create, update, manage, and monitor customer service tickets accurately.
• Assist with orders, deliveries, cancellations, refunds, and after-sales inquiries.
• Coordinate with internal departments, stores, and suppliers via email and tickets to resolve issues.
• Maintain accurate records of interactions, actions taken, and case updates.
• Monitor pending requests and follow up to ensure timely resolution.
• Identify issues requiring escalation per SOPs.
• Ensure inquiries are handled professionally within required turnaround times.
• Meet quality, productivity, and performance standards.

Skills

Excellent written English

Attention to detail

Organizational skills

Time-management

Basic computer skills

Follows SOPs

Customer-focused

Proactive attitude

Tools

CRM platforms

Ticketing systems

Job description

Are you a detail-oriented communicator with excellent written English skills? Looking for a customer service opportunity without the pressure of handling phone calls?

We are hiring 5 Customer Service Specialists to support Australian eCommerce operations through email and ticketing systems.

In this role, you will assist customers with their inquiries and concerns, particularly those related to orders, deliveries, cancellations, refunds, and after-sales support. You will also coordinate with internal teams, stores, and suppliers to ensure that customer concerns are properly documented, monitored, and resolved.

This is a strictly non-voice position, making it an excellent opportunity for individuals who excel in written communication, organization, and problem-solving.

If you enjoy helping customers, managing service requests, and keeping things organized, we'd love to have you on our team!

Key Responsibilities

• Respond to customer inquiries and concerns through email and ticketing systems.
• Create, update, manage, and monitor customer service tickets accurately.
• Assist with inquiries involving order status, delivery updates, order fulfillment, cancellations, refunds, and after-sales concerns.
• Coordinate with internal departments, stores, and suppliers through email and ticketing platforms to facilitate issue resolution.
• Maintain accurate records of customer interactions, actions taken, and case updates.
• Monitor pending requests and conduct timely follow-ups to ensure concerns are addressed.
• Identify issues that require further assistance and escalates them according to established Standard Operating Procedures (SOPs).
• Ensure all customer inquiries are handled professionally, accurately, and within required turnaround times.
• Meet established quality, productivity, and performance standards.

Qualifications and Requirements

To be successful in this role, you should have:

• Excellent written English communication skills and professional email etiquette.
• Strong attention to detail, particularly when creating, updating, and documenting customer service tickets.
• Good organizational and time-management skills, with the ability to manage multiple customer requests.
• Basic computer skills and the ability to navigate different systems and applications.
• Ability to understand and follow established procedures, guidelines, and Standard Operating Procedures (SOPs).
• A customer-focused mindset with good problem-solving and critical-thinking skills.
• The ability to communicate customer concerns clearly and professionally through written correspondence.
• A proactive attitude and willingness to learn new tools, systems, and processes.

Nice-to-Have Qualifications

• Previous experience in retail, eCommerce, or BPO back-office customer service.
• Familiarity with CRM platforms or ticketing systems.
• Experience handling order management, returns, refunds, and delivery-related inquiries.
• Knowledge of Australian retail or eCommerce customer service processes.

What Makes This Opportunity Great?

• Non-Voice Position: Focus on email and ticket management without handling phone calls or live chats.
• Day Shift Schedule: Enjoy a regular 7:00 AM – 4:00 PM work schedule.
• International Exposure: Gain valuable experience supporting Australian eCommerce operations.
• Skill Development: Strengthen your written communication, customer service, and back-office support skills.
• Team Collaboration: Work with a supportive team committed to delivering quality customer service.

Important Employment Details

• This is a 3-month short-term contract position.
• Work arrangement is onsite at OTC, Antipolo City.
• Working hours are 7:00 AM – 4:00 PM.
• Work is conducted exclusively through email and ticketing systems.
• No inbound or outbound phone calls, live chat, or other real-time customer interactions are required.
• Philippine holidays are observed.