About I3TechHub Solutions, Inc.
I3TechHub is a fast-growing and industry in the Philippines, making Small-Medium Enterprises (SMEs) be successful in online presence and establish marketplace platforms across Asian region through a combination of software solutions and value-added web services. The company operates in Taguig City, Philippines run by a young, enthusiastic and energetic team, looking to help various industries and conglomerates administer the full potential of web development and eCommerce opportunity in South East Asia.
As Customer Experience Representatives (Chat), you will be responsible for supporting managed accounts by answering client’s inquiries through chat from different industries, web development and e-commerce platforms. You are expected to handle received conversations in a professional, clear, and concise manner to provide help and solutions real-time.
As front-liners of the business, another key component to this role is to be able to work closely with various internal and external departments that includes, but not limited to, Account Acquisition, Key Account Management, Marketing, Web Implementation, Design, and Development to make sure information and knowledge about the store, products, services and promotions are updated for prime satisfaction of buyers.
- Respond to client inquiries in a timely and accurate manner via chat.
- Identify needs of buyers by asking relevant probing questions.
- Attend course refreshers to ensure knowledge about the IT, services and developments are up to date.
- Acknowledging and resolving buyer concerns and / or complaints.
- Analyze and report product and / or promotion issues.
- Update internal databases with information about product issues and useful discussions with the accounts.
- Monitor accounts’ complaints and proactively initiate outbound chat to aid assistance.
- Maintain a positive, empathetic, and professional attitude toward customers.
- Ensure prime satisfaction of each buyer who reached out via chat.
- Provide diligent and friendly service to ensure seamless customer experience.
- Increase sales performance through cross-selling and upselling.
- Contribute to the whole organization’s goal to maximize customer retention.
- Ensure chat response time and chat response rate SLAs are met.
- Ensure concern/s are addressed properly
- Able to communicate with the customers effectively
- Clear Communication Skills
- Problem Solving skills
- Ability to multi-task, prioritize and manage time effectively
- Effective Listening
What we offer:
- Work-From-Home setup, Competitive salary package, performance-based
- Key internal-facing position in a fast-growing international IT company that has strong momentum and strong competitive differentiators (team, technology, regional footprint), this role offers an exciting growth journey and opportunity to co-create our success story.
- You will work with a leading team of IT leaders and aspiring movers and shakers to positively shape all eCommerce platforms, web development in the years to come and will have a broad view of the latest trends in the South East Asian IT ecosystem.
- Ample opportunity for personal and professional development, both on the job and through regular training.
- Opportunities to work on regional projects with other countries such as in Malaysia, Vietnam, Thailand, Singapore, Indonesia, China, India and more.