Chat/Social Support (Non-Voice)

A Chat/Email Support Agent is a customer service representative that provides contact support services, sales, and other customer-relations services primarily through online chatting or non-voice channels. The chat/email support agent is the person acting in behalf of the company by answering and responding to customer concerns or queries in an efficient and effective manner.

• To provide exceptional customer service in every customer interaction (voice, chat, social media, email)
• Manage social accounts and provide positive and quality customer experience by responding directly to messages, questions, feedback, and complaints
• Guide and support customers in their needs to engage with the proper support teams
• Able to handle up to three live chats (real time) to customers by delivering requested information
• Track all activities in CRM/PRM case management tool
• Support others on the team to manage case load
• Any other task/duty as directed by client/management

• Candidate must have completed at least two (2) years in college
• At least two (2) years of call center/BPO experience handling voice accounts is a must
• Previous experience in telco/broadband accounts is a definite advantage
• Knowledge or experience in technical support or basic troubleshooting is a plus
• Strong written English communication skills with the ability to convey issues accurately, effectively and often with empathy
• Good knowledge of Social Media and Social Etiquette in a public facing sense
• Can deal with clients comfortably and confidently at all levels of responsibility, authority, and rank
• Exceptional time management and the ability to prioritise both customer and team demands
• Solid understanding of contact centre metrics and performance improvement triggers
• Can work independently and manage multiple activities at a time
• Strong commitment to service and a flexible can-do attitude
• Takes initiative and deliver solutions
• Must be willing to work in BGC in an early morning shift and weekend schedule if needed

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.