URGENT: Live Support Specialist (Mixed Voice & Non-Voice)

If interested, kindly fill-out this application form for your application to be prioritized: https://forms.gle/TEEAFfsgoa5GVjTQ6

Please note that we'll only be reaching out to qualified candidates or candidates who passed the screening process.

Job Summary The Live Support Specialist handles customer inquiries across phone, email, and live chat for multiple e-commerce marketplaces. The role focuses on resolving high-priority concerns, managing orders and refunds, providing product support, and building positive customer relationships while ensuring timely, accurate, and professional service.

Key Responsibilities

  • Resolves all customer concerns with a focus on phones calls (inbound and outbound) and live chat for various marketplaces.
  • Handles customer concerns, mainly high priority tickets, via email or buyer messaging for various marketplaces.
  • Using appropriate tools in creating and sending outbound emails, as needed.
  • Assists with placements or cancellations of orders, refunds, exchanges, and delivery of products.
  • Builds lasting customer relationships as part of the sales process.
  • Manages and resolves all customer concerns.
  • Quickly writes responses to live chat inquiries and helps with product specific details.
  • Informing members of current promotions and new or updated products.
  • Maintains up-to-date knowledge of products and new products when they launch across marketplaces.
  • Ensures active and appropriate engagement in the continuous improvement opportunities
  • Maintains up-to-date knowledge and assimilates quickly to new promotional offers and programs.
  • Handles and reports product events to QA team.
  • May assist with review mitigation or other CS related projects.
Qualifications
  • Candidates must be at least college level
  • At least 2-3 years of customer service experience via email and phone
  • Effective reading, writing and verbal English communication skills
  • E-commerce experience such as Amazon, Shopify, Walmart, eBay, and Target is a plus
  • Excellent communication, analytical, listening, and organizational skills
  • Excellent customer service skills and great enthusiasm for helping customers
  • Must be able to prioritize and complete all duty requirements
  • Excellent time management skills
  • Ability to multitask and interface within different systems and applications
  • Detail-oriented and customer focused
  • Internet savvy and knowledgeable in MS office applications
  • Amenable for a night shift schedule and permanent hybrid set-up
BENEFITS:
  • 15% Night Differential
  • 3,000 Monthly Perfect Attendance Incentives
  • 1,000 Monthly Internet Allowance during WFH
  • 150 Meal allowance during onsite work
  • HMO from day 1 of employment (with FREE 1 dependent)
  • Life Insurance
  • Paid Sick Leaves and Vacation Leaves
  • Quarter and annual performance bonus
  • Healthy and Encouraging Work Environment
  • Above market salary package
Job Type: Full-time Pay: Php30,000.00 - Php35,000.00 per month

Benefits

  • Company events
  • Health insurance
  • Life insurance
Application Question(s):
  • Do you have experience as a chat/email customer support?
  • Do you have experience as a customer support using calls?
  • What is your expected salary?
Work Location: Hybrid remote in Pasay
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