Live Chat Customer Support

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Live Chat Customer Support

Department: Dedicated

Employment Type: Freelance

Location: Philippines

Compensation: $5.00 / hour


Description

We are looking for proactive, service-oriented people for full-time live chat customer support positions. If you are comfortable interacting with customers by computer and pay close attention to details, then you may be a great fit for this role.

Key Responsibilities

  • Responding to customer inquiries and resolving their issues through live chat in a timely and professional manner.
  • Providing accurate and helpful information about products, services, and company policies.
  • Assisting customers with placing orders, processing returns, and tracking shipments.
  • Troubleshooting technical issues and providing step-by-step instructions to resolve them.
  • Escalating complex or unresolved issues to senior support staff or supervisors.
  • Maintaining a comprehensive knowledge base of company products, services, and policies to provide accurate and up-to-date information to customers.
  • Proactively identifying and addressing customer concerns or issues to prevent potential escalation.
  • Building rapport and establishing positive relationships with customers through effective communication and empathy.
  • Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in a CRM system.
  • Collaborating with other customer support team members and departments to ensure a seamless customer experience.
  • Staying up-to-date with product updates, promotions, and industry trends to effectively address customer inquiries.
  • Continuously improving knowledge and skills through training sessions and self-education to enhance customer support abilities.
  • Striving to meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction, and first-contact resolution rate.
  • Adhering to company policies and procedures, including privacy and data protection guidelines, while handling customer information.
  • Maintaining a calm and professional demeanor even in stressful or challenging situations.


Minimum Qualifications:

  • 2 years of LIVE CHAT customer support experience in the BPO or remote (Virtual Assistant) setting
  • Proficient in written and spoken English
  • Experience using help desk software and other remote support tools
  • Familiar with different CRM tools
  • At least 1 year of experience as Team Leader/Supervisor, SME, Amazon CSR, Quality Analyst experience in the BPO is a PLUS!
  • Has own work-from-home equipment
  • Available to start ASAP!
  • Laptop or desktop computer that can run web browsing, spreadsheet, and communication software
  • At least Intel i5 or equivalent
  • 8GB RAM or higher
  • Stable internet connection, preferably at least 50Mbps
  • Working camera and headset for video calls
  • Backups (mobile data, generator, UPS, or workspace to go to during power outages)

Benefits of working through Magic!

  • Earn as much as Php 40,000 every month!
  • Fully remote work
  • Opportunities to work with various projects 
  • Amazing Assistant Support (we have a dedicated support team that you can ask questions to along the way)
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...