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

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

Job summary

A communication consultancy is seeking a Chat & Email Support Representative to assist customers via live chat and email only. The role emphasizes delivering accurate information and resolving customer concerns efficiently, all while maintaining professionalism in written communication. The ideal candidate should possess strong written English skills, multitasking abilities, and a customer-focused mindset. Familiarity with chat tools is preferred. This position may be office-based or remote depending on the company policy.

Qualifications

• Strong written English communication skills.
• Ability to multitask and handle multiple chat conversations.
• Customer-focused mindset and professional tone.

Responsibilities

• Respond to customer inquiries via live chat and email.
• Resolve customer issues and document interactions.
• Maintain quality, accuracy, and productivity standards.

Skills

Written English communication skills

Good grammar, spelling, and sentence construction

Multitasking

Basic computer skills

Problem-solving

Customer-focused mindset

Tools

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