Open for Fresh Grad - Chat/Email - (Pure Non-Voice) - Customer Service Representative

Caldwell Communications Consultancy Philippines; Mandaluyong; Hybrid; PHP 223,200 - 334,800; Full time

Job summary

A leading customer service firm in Metro Manila is seeking a Chat & Email Support Representative to assist customers exclusively through live chat and email channels. The successful candidate will respond to inquiries, provide accurate information, and resolve customer concerns effectively, adhering to quality and compliance standards. Strong written communication skills in English and the ability to multitask are essential. This role may offer office-based or remote options depending on company policy.

Qualifications

• Strong written communication skills in English.
• Good grammar and spelling.
• Ability to multitask and manage multiple chats.

Responsibilities

• Respond to inquiries via live chat and email.
• Provide accurate product and service information.
• Resolve customer issues according to guidelines.
• Document interactions and update records.
• Escalate complex concerns when necessary.

Skills

Written English communication skills

Problem-solving

Attention to detail

Multitasking

Tools

CRM systems

Zendesk

Freshdesk

Salesforce

Job description

The Chat & Email Support Representative is responsible for assisting customers through live chat and email channels only. This role focuses on delivering accurate information, resolving customer concerns efficiently, and maintaining a high level of written communication professionalism—without handling phone calls.

Key Responsibilities

• Respond to customer inquiries via live chat and email in a timely and professional manner
• Provide product, service, or account-related information clearly and accurately
• Resolve customer issues, complaints, or requests by following company guidelines
• Document interactions and update customer records properly
• Escalate complex concerns to the appropriate team when necessary
• Maintain quality, accuracy, and productivity standards
• Follow data privacy, security, and compliance policies at all times

Required Skills & Qualifications

• Strong written English communication skills
• Good grammar, spelling, and sentence construction
• Ability to multitask and handle multiple chat conversations simultaneously
• Basic computer skills and familiarity with chat/email tools or CRM systems
• Strong problem-solving and attention to detail
• Customer-focused mindset and professional tone

Preferred Qualifications

• Previous experience in chat or email support
• Familiarity with customer service platforms (e.g., Zendesk, Freshdesk, Salesforce)
• Ability to work independently with minimal supervisionr
• Non-voice / back-office setup
• Can be office-based or remote (depending on company policy)
• Shift-based schedule may include weekends or holidays