Customer Service Representative - (Chat & Email - Blended)

Private Advertiser; Taguig; On-site; PHP 201,000 - 335,000; Full time

Job summary

Private Advertiser is seeking detail-oriented Customer Support Agents to join our team on a full-time basis in the Philippines. The role focuses on handling customer inquiries, delivery instructions, and missing package requests primarily through website chat and SMS/text, with occasional email follow-ups.

Some escalations may involve phone contact. Ideal candidates are high school graduates (college level preferred) with strong written communication, the ability to multitask, and a

Qualifications

• High School graduate or college level preferred.
• Strong written communication and grammar.
• Ability to multitask with accuracy and quality.
• Comfortable using multiple digital platforms and tools.
• Customer-first mindset and problem-solving skills.

Responsibilities

• Handle customer inquiries, delivery instructions, and missing package requests via chat and SMS.
• Provide follow-up support via email when needed.
• Maintain professionalism and accuracy across communication channels.
• Manage up to 3 concurrent interactions (e.g., 2 chats and 1 text).
• Respond promptly, with 80% of chats answered within 3 minutes.
• Aim for at least 90% quality on audited interactions monthly.
• Collaborate with escalation team for issues needing phone contact.

Skills

Written communication

Multitasking

Problem solving

Customer-first mindset

Digital platforms

Excellent grammar

Education

High School Diploma

College level or Graduate

Job description

About the role:

We are seeking detail-oriented and customer-focused individuals to join our team as fulltime Customer Support Agents. This role focuses on handling customer inquiries, delivery instructions, and missing package requests primarily through digital channels such as our website chat platform and SMS/text. Occasional email follow-ups may be required, while rare phone interactions are typically handled by escalations or specialized teams.

Key Responsibilities:

• Manage and respond to customer inquiries regarding order status, delivery instructions, and missing package requests via website chat and SMS/text.
• Provide follow-up support through email when necessary.
• Maintain professionalism and accuracy in communication across all channels.
• Handle a maximum of 3 concurrent interactions (e.g., 2 chats and 1 text).
• Ensure timely responses, with at least 80% of chats answered within 3 minutes.
• Consistently meet quality standards by achieving a minimum of 90% on audited interactions (4–8 audits/month, conducted by the Quality team).
• Collaborate with the escalation team (AST agents) when issues require phone contact or advanced handling.
• Adhere to established processes and service level agreements (SLAs).

Qualifications:

• At least a High School Graduate; College level or Graduate preferred.
• Prior customer service or BPO experience is an advantage but not required.
• Strong written communication skills with excellent grammar and clarity.
• Ability to multitask effectively while maintaining accuracy and quality.
• Comfortable using multiple digital platforms and communication tools.
• Strong problem-solving skills and a customer-first mindset.