job description
Are you a communication pro who prefers typing over talking? Foundever is looking for a dedicated Chat Support Specialist to join our dynamic team in Pasig City. In this non-voice role, you will be the frontline representative for our global clients, ensuring every customer interaction is handled with efficiency, empathy, and professionalism.
At Foundever, we value talent and provide a supportive environment where you can grow your career. As a Chat Support Specialist, you will manage multiple customer queries via digital channels, providing accurate solutions while maintaining high customer satisfaction scores (CSAT). This is an excellent opportunity for BPO professionals looking to transition into a non-voice environment.
Responsibility
- Handle and resolve customer inquiries via chat/messaging platforms promptly.
- Manage customer escalations with a calm and professional demeanor to ensure positive outcomes.
- Provide accurate product information and troubleshooting assistance to customers.
- Document all interactions clearly and accurately in the CRM system.
- Meet and exceed daily productivity and quality performance metrics.
- Collaborate with team leads and peers to share best practices and improve service delivery.
- Maintain high levels of customer satisfaction by providing personalized support.
Qualifications
- Minimum of 6 months experience in a BPO (Business Process Outsourcing) setting.
- Strong written English communication skills with excellent grammar and spelling.
- Ability to multitask and handle multiple chat windows simultaneously.
- Strong typing speed and proficiency in navigating digital platforms.
- Demonstrated ability to resolve complex issues and handle escalations.
- Flexible and willing to work in shifting schedules, including weekends or holidays.
- High School graduate, Senior High School graduate, or completed at least 2 years in college.