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Helm Chat Specialist

Remote:

Full Remote

Experience:

Junior (1-2 years)

Work from:

Philippines

Offer summary

Qualifications:

High School Diploma required., 1+ years of contact center experience., At least 1 year digital communication experience., Experience using CRM software preferred..

Key responsabilities:

Respond to customer inquiries via chat/phone.
Document and manage customer contacts.

Percepta Large https://www.percepta.com/

1001 - 5000 Employees

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Job description

Summary

The Chat Specialist is responsible for providing prompt, courteous and accurate information to customer inquiries via Chat/Phone in placing orders for multiple programs supported by the Helm Client. This could include both Retail and Dealer Support.

Responsibilities

Perform all responsibilities with consistent reliability.
Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
Accurately respond to customer inquiries.
Document customer contacts.
Provide on-line support for applications.
Utilize available resources to respond to external customer inquiries.
Offer product alternatives.
Escalate calls/chats.
Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
Adhere to and support all Percepta and client initiatives and company policies and procedures.
Take on additional responsibilities and projects as needed.
Participate in coaching and training opportunities, retaining and applying learning
Maintain professional working relationships
Complete additional tasks / projects as needed

Education

High School Diploma required. College degree preferred.

Experience

1+ years’ previous contact center experience.
At least 1 year of digital communication experience providing customer support in both chat and email channels
Experience using CRM software is preferred

Competencies

Comfortable and confident with a passion for delivering customer solutions through digital platforms
Passionate about digital channels and their capabilities within a business context
Showcases the program’s values when supporting consumers and internal colleagues
Ability to communicate clearly and correctly, both in writing and speaking, and respond effectively to follow-up questions
Excellent interpersonal and business communications - verbal and written
Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
Ability to answer and complete multiple chats in a timely manner
Ability to effectively navigate a desktop computer and utilize many software platforms at one time

Skills

Ability to maneuver through various systems to provide the customer accurate information
Excellent decision making, trouble-shooting, and problem-solving skills
Excellent written communication skills, with dynamic and engaging written communication style
Must be able to efficiently multi-task with effective time management and organizational skills
Displays professionalism and positive attitude to develop and nurture prospect relationships
Ability to effectively communicate with customers, managers and co-workers, and follow a logical, analytical approach to business conversations and chat dialogue
Demonstrate self-motivation and results-orientation
Willingness to take on new assignments
High level of trust and integrity, and exercise sound judgment
Ability to identify the most suitable communication channel with the customer and then guide the customer towards the most effective channel (e.g from chat to voice)
Ability to work well within a team environment, self-sufficient, resourceful, and works well with minimal supervision

Other

Hours of operation Monday through Friday, 8:00 am – 7:00 pm.
Must be available to work any shifts during business hours. Shifts can change based on business need.
Ability to work in an @home work environment
Employee will agree to computer and ISP test requirements
Have a designated space to handle work responsibilities without any outside interference or distraction

PH-Calabarzon-Cainta