Email and Chat Support Agent - Marikina

An Email and Chat Support Agent provides customer assistance through email and live chat platforms. The role focuses on addressing customer inquiries, resolving issues, and providing accurate information while maintaining professional written communication and timely responses.

Key Responsibilities

Respond to customer inquiries through email and live chat in a timely and professional manner.Assist customers with product or service information, order status, account issues, and troubleshooting.

Resolve customer concerns such as refunds, cancellations, billing questions, or technical problems.

Document interactions and update customer information in the CRM or ticketing system.

Escalate complex concerns to appropriate departments when necessary.

Ensure accuracy, quality, and consistency in written responses.

Follow company policies, communication guidelines, and service standards.

Meet response time, resolution rate, and customer satisfaction targets.

Required Skills & Qualifications

High school diploma or equivalent (college level preferred).

Excellent written English communication skills.

Strong typing and multitasking abilities.

Good problem-solving and customer service skills.

Basic computer literacy and familiarity with online tools.

Ability to manage multiple conversations or email tickets simultaneously.