Newbie friendly for Email and Chat Support Agent

Sapient Global Services; Valenzuela; On-site; PHP 223,200 - 279,000; Full time

Benefits offered by this job

Commission

Performance Bonus

Job Training

Health Insurance (HMO)

Job summary

A customer service company in Valenzuela, Philippines is seeking an Email and Chat Support Agent to assist customers via email and live chat. Responsibilities include addressing inquiries, resolving issues, and maintaining professional communication. Candidates should possess strong typing and multitasking abilities, good problem-solving skills, and basic computer literacy. This role offers the opportunity for growth, incentives, and a focus on customer satisfaction.

Qualifications

• High school diploma or equivalent is required; college level preferred.
• Strong typing and multitasking abilities necessary.
• Basic computer literacy with online tools is essential.

Responsibilities

• Respond to customer inquiries through email and live chat in a timely manner.
• Resolve concerns such as refunds, cancellations, or billing questions.
• Document interactions and update customer information in the system.
• Escalate complex concerns to the appropriate departments.
• Ensure accuracy and quality in written responses.

Skills

Strong typing abilities

Good problem-solving skills

Customer service skills

Multitasking abilities

Basic computer literacy

Education

High school diploma or equivalent

Job description

Newbie friendly for Email and Chat Support Agent

Job Description

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.

Employee Recognition and Rewards

Commission, Performance Bonus, Incentives

Government Mandated Benefits

Insurance Health & Wellness

HMO

Professional Development

Job Training

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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.