Customer Online Chat Representative (Customer Support)

TL;DR

Customer Online Chat Representative (Customer Support): Acting as the first point of contact for 24/7 live chat to resolve product-related queries with an accent on first-contact resolution and efficient ticket escalation. Focus on using AI tools to enhance customer experience and building trust through interactive communication.

Location: Remote (Philippines)

Company

hirify.global is a cloud-based communication platform providing messaging services via Sinch Philippines.

What you will do

• Act as the first point of contact for the 24/7 online chat service.
• Provide accurate and complete information to resolve product and service problems.
• Utilize AI tools to ensure an exceptional customer experience and fast resolution.
• Identify root causes of customer complaints and provide suitable solutions.
• Escalate complex issues to the appropriate internal teams.
• Meet KPIs including CSAT (Customer Satisfaction Score) and QA requirements.

Requirements

• Proven history of providing exceptional customer support.
• Ability to multi-task, prioritize, and manage time effectively.
• Strong critical thinking and problem-solving skills.
• Exceptional written and verbal communication skills.
• Must be based in the Philippines.
• Familiarity with CRM systems and online chat environments.

Culture & Benefits

• Remote work arrangement via Sinch Philippines.
• Health insurance benefits and home internet allowance.
• Additional vacation leaves and a paid day off for your birthday.
• Access to an Employee Assistance Program (EAP).
• Culture based on core values: Dream Big, Win Together, Keep it Simple, and Make it Happen.