Customer Support Specialist (Non-Voice)

HelloConnect, Inc.; Metro Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

HelloConnect, Inc. in Metro Manila is seeking a proactive Live Chat Support Agent to handle customer inquiries, billing questions, and switching processes via Intercom.

You will be the first point of contact, delivering fast, clear, and friendly assistance to maintain SLAs and customer satisfaction. Strong English at C1, prior live chat experience, and the ability to multitask across multiple chats are essential.

Qualifications

• Experience in customer service, preferably live chat.
• Familiarity with Intercom is a plus.
• Strong English language skills at C1.
• Ability to handle multiple chats efficiently.
• Experience coordinating with support teams for complex cases.

Responsibilities

• Be the first point of contact for customers in live chat.
• Respond quickly, politely, and with a solution-oriented mindset to meet SLAs.
• Assist customers with general inquiries, the switching process, invoices, and meter readings.
• Find pragmatic solutions for complex cases by coordinating with the 2nd Level Support team.
• Develop an understanding of the energy industry topics and products.

Skills

Customer service

Live chat

Multitasking

English C1

Proactive approach

Tools

Intercom

Job description

The Role

At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility inmanaging live chat customer support for Energy Provider Campaign. You will be the first point of contact for customers in the live chat, quickly and kindly solving their general inquiries, billing, and switching process issues to meet customer satisfaction goals. You are expected to find solutions for complex cases by coordinating with support teams and developing a deep understanding of the industry products.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• You are the first point of contact for our customers in the live chat.

• You respond to customer inquiries quickly, kindly, and with a solution-oriented mindset – ensuring that our SLAs for response times and customer satisfaction are met.

• You ensure smooth operational processes and assist customers with:

  • General inquiries

  • The switching process

  • Invoices

  • Meter readings

• You find pragmatic and sustainable solutions for complex cases – working closely with our 2nd Level Support team.

• You develop an understanding of the industry topics and products.

What you’ll bring

• You enjoy helping customers solve problems and explaining complex topics in a clear and simple way.

• You have experience in customer service – ideally in live chat support.

• You have experience working with Intercom.

• You work quickly, efficiently, and can handle multiple chats at once.

• You take a proactive, structured, and solution-oriented approach – even when things get busy.

• For English-speaking agents: You have excellent English skills at C1 level.

• Initial experience in the industry is a plus, but not required.