Email and Chat Support Agent - Marikina

Caldwell Communications Consultancy Philippines; Marikina; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

Health Insurance

HMO

Medical Reimbursement

Job summary

Caldwell Communications Consultancy Philippines is seeking an Email and Chat Support Agent to provide timely customer assistance via email and live chat. No experience required; high school level is acceptable and on-site work is in Marikina.

You will help with product information, orders, and troubleshooting while upholding professional communication standards. The role emphasizes accurate documentation in the CRM, prompt issue resolution, and adherence to service targets.

Qualifications

• High school diploma or equivalent (college level preferred).
• Strong typing and multitasking abilities.
• Good problem-solving and customer service skills.

Responsibilities

• Respond to customer inquiries through email and live chat in a timely and professional manner.
• Assist customers with product or service information, order status, account issues, and troubleshooting.
• Resolve customer concerns such as refunds, cancellations, billing questions, or technical problems.
• Document interactions and update customer information in the CRM or ticketing system.
• Escalate complex concerns to appropriate departments when necessary.
• Ensure accuracy, quality, and consistency in written responses.
• Follow company policies, communication guidelines, and service standards.
• Meet response time, resolution rate, and customer satisfaction targets.

Skills

Typing

Multitasking

Problem Solving

Customer Service

Basic Computer Literacy

Email & Live Chat Proficiency

Education

High School Diploma or equivalent

Tools

CRM System

Ticketing System

Email & Chat Platforms

Job description

Caldwell Communications Consultancy Philippines

On-site - Marikina No Exp Required High/Senior High School Full-time

Job Description

Medical Reimbursement

Government Mandated Benefits

Insurance Health & Wellness

Health Insurance, HMO

An Email and Chat Support Agent provides customer assistance through email and live chat platforms. The role focuses on addressing customer inquiries, resolving issues, and providing accurate information while maintaining professional written communication and timely responses.

Key Responsibilities

Respond to customer inquiries through email and live chat in a timely and professional manner.Assist customers with product or service information, order status, account issues, and troubleshooting.

Resolve customer concerns such as refunds, cancellations, billing questions, or technical problems.

Document interactions and update customer information in the CRM or ticketing system.

Escalate complex concerns to appropriate departments when necessary.

Ensure accuracy, quality, and consistency in written responses.

Follow company policies, communication guidelines, and service standards.

Meet response time, resolution rate, and customer satisfaction targets.

Required Skills & Qualifications

High school diploma or equivalent (college level preferred).

Strong typing and multitasking abilities.

Good problem-solving and customer service skills.

Basic computer literacy and familiarity with online tools.

Ability to manage multiple conversations or email tickets simultaneously.

HR Manager Caldwell Communications Consultancy Philippines