Chat Support agent - officebased, alabang (j001057)outsourced

Company Description
Outsourced.ph is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Job Description
As a Chat Support Agent, you will be the first point of contact for leads and users of the app outside of UK office hours. While our London-based team is offline, you will answer questions and assist users with their set-up in our live chat. You will be expected to log, categorise, and prioritise conversations as necessary, seeing our users through to resolution wherever possible. Where you are unable to resolve a ticket yourself, you will escalate this to the development team, who will be able to pick it up during UK office hours.
As you join our team, you will quickly get to know the app inside and out so that you can provide the best support to our users. You will align your work with that of our Product Specialist, who handles the support requests during UK office hours.
You will be a quick learner who enjoys delivering an exceptional service to our users. You will also have strong communication skills and good attention to detail, ensuring that the information and required actions of each conversation are documented accurately. As the sole point of contact outside of UK office hours, you will be comfortable with working with a high level of autonomy. You are confident at troubleshooting and will investigate if you don't have enough information to resolve user queries.
The target is to ensure excellent service standards, respond efficiently to inquiries, maintain high customer satisfaction, and document feedback from our users systematically.
What makes us special
A dynamic and multi-cultural team
A fast-moving environment
A dynamic office structure with minimal hierarchy
Responsibility from the start of the job
Qualifications
Requirements
Bachelor's degree
2-3 years of experience in a customer service role
Excellent communication skills
Excellent English language skills
Excellent customer service skills
Strong attention to detail
Ability to work within a team as well as independently
Ability to work in a high volume, fast paced environment
Ability to prioritise
Ability to make decisions and make use of best judgement for varied requests or situations
Good problem-solving skills
Proven experience in a support or service delivery environment
A "can do" attitude, enthusiasm for challenges and a strong work ethic
Good to have
IT knowledge would be an advantage
Experience with customer support for SaaS specifically would be an advantage
Working hours
1:00AM to 10:00PM Manila Time (5:00PM to 2:00AM UK Time)
Additional Information
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
SmartRecruiters

Muntinlupa City, Metro Manila
Permanent
Full-time