Customer Service Representative (Chat & Email)

About the role: We are seeking detail-oriented and customer-focused individuals to join our team as fulltime Customer Support Agents. This role focuses on handling customer inquiries, delivery instructions, and missing package requests primarily through digital channels such as our website chat platform and SMS/text. Occasional email follow-ups may be required, while rare phone interactions are typically handled by escalations or specialized teams.

Key Responsibilities:

• Manage and respond to customer inquiries regarding order status, delivery instructions, and missing package requests via website chat and SMS/text.
• Provide follow-up support through email when necessary.
• Maintain professionalism and accuracy in communication across all channels.
• Handle a maximum of 3 concurrent interactions (e.g., 2 chats and 1 text).
• Ensure timely responses, with at least 80% of chats answered within 3 minutes.
• Consistently meet quality standards by achieving a minimum of 90% on audited interactions (4–8 audits/month, conducted by the Quality team).
• Collaborate with the escalation team (AST agents) when issues require phone contact or advanced handling.
• Adhere to established processes and service level agreements (SLAs).

Qualifications:

• At least a High School Graduate; College level or Graduate preferred.
• Prior customer service or BPO experience is an advantage but not required.
• Strong written communication skills with excellent grammar and clarity.
• Ability to multitask effectively while maintaining accuracy and quality.
• Comfortable using multiple digital platforms and communication tools.
• Strong problem-solving skills and a customer-first mindset.