Customer Service Representative (Chat and Email)

Metromart is the #1 online grocery platform in the Philippines. We are partnered with the largest supermarkets in the Philippines and over 300 specialty stores, including SM Supermarket, Robinsons Supermarket, Landmark, S&R, The Marketplace, Shopwise, All Day Supermarket, Pet Express, True Value, Handyman, Toy Kingdom and many more. Our service is present nationwide in 77 cities.

About the role

Why work for MetroMart?

• We are a dynamic and rapidly growing company, offering a fast-paced and innovative work environment.
• Collaborate with experienced professionals and contribute to the growth of the online grocery industry.
• Be part of a team that values creativity, initiative, and results-driven performance.
• Enjoy opportunities for career advancement and personal development.

Responsibilities:

• Respond promptly and professionally to customer inquiries via email and chat.
• Assist customers with order processing, product information, and troubleshooting issues.
• Maintain a high level of product knowledge to provide accurate information to customers.
• Utilize Zendesk and other customer service tools to manage and track customer interactions effectively.
• Collaborate with team members and other departments to resolve customer issues and improve service delivery.
• Follow up on unresolved customer issues to ensure satisfaction.
• Document customer interactions and feedback to help improve processes and product offerings.
• Stay updated on promotions, product changes, and company policies to provide effective support.

Qualifications:

• Previous experience in customer service, preferably in an e-commerce environment.
• Strong written communication skills with a focus on clarity and professionalism.
• Familiarity with Zendesk is a plus.
• Ability to handle multiple chats and emails simultaneously while maintaining attention to detail.
• Strong problem-solving skills and a proactive approach to customer satisfaction.
• Ability to work independently as well as part of a collaborative team.
• Flexibility to work various shifts, including evenings and weekends, as needed.
• Willing to work onsite, Makati City