YDL-LIVE CHAT OPERATOR Customer Service Representative (CSR)
2F Ramos Bldg., Arellano St., Tagum City, Davao del Norte
5F Robinsons Cybergate Delta, Tower 2, J. P. Laurel Ave., Bajada, Davao City, Davao del Sur
Full Time
Position Overview
The YDL-LC Live Chat Operator is responsible for managing customer interactions via live chat, ensuring the accurate processing of leads, and providing high-quality customer service. The role involves handling multiple chat sessions simultaneously, generating and verifying leads, managing data, and supporting overall operational efficiency. The YDL-LC Live Chat Operator ensures adherence to company performance and quality standards, contributing to the success and efficiency of live chat operations.
Supervisory: No
Duties and Responsibilities
Key Responsibilities:
Customer Interaction:
Handle multiple chats simultaneously, ensuring high-quality responses and adherence to company standards.
Respond to customer inquiries promptly and professionally, providing accurate and helpful information.
Generate high-quality leads by accurately capturing customer information and needs.
Engage with customers in a professional and empathetic manner to enhance customer experience.
Lead Management:
Fact-check leads and ensure that summaries are clear, concise, and accurately distributed to the appropriate offices.
Maintain the quality of leads by correcting errors and adhering to client-specific processes.
Monitor the quality of chats and leads, ensuring adherence to service level agreements (SLAs) and quality standards.
Quality Assurance:
Conduct regular audits of chat interactions to ensure compliance with company quality standards.
Identify areas for improvement in chat handling and lead processing, and suggest actionable recommendations.
Implement quality checks to ensure that customer interactions meet the expected service standards.
Collaboration:
Collaborate with colleagues and team leaders to exchange ideas, best practices, and contribute to continuous improvement efforts.
Participate in team meetings and training sessions to align with operational goals and objectives.
Work closely with other departments to ensure seamless service delivery and maintain effective communication channels.
Data Management:
Accurately document all customer interactions, leads, and other relevant data in the designated systems.
Ensure the secure handling of customer information in compliance with data protection regulations.
Regularly update and maintain databases to reflect the most current information.
Support for Operational Efficiency:
Optimize resource utilization to contribute to cost reduction efforts and operational efficiency.
Assist in the development and implementation of process improvements to enhance service delivery.
Support disaster preparedness training and initiatives to ensure resilience in handling unforeseen circumstances.
Process and Compliance:
Manage chat volume effectively and ensure smooth communication with team members and Team Leaders.
Ensure data security and strictly adhere to cybersecurity measures.
Adhere to established procedures and protocols to ensure consistency, quality, and compliance.
Continuous Improvement:
Actively promote innovation within the team by sharing insights from customer interactions.
Other Duties:
Perform any other duties assigned by the Team Leader or Supervisor from time to time.
Reports to
Team Leader
Qualifications and Characteristics
Qualifications:
Education: At least Senior High School Level, with a preference for candidates at the College Level.
Experience: At least 1 year of experience in the BPO industry, with previous roles similar to those involving live chat operations and lead management.
Skills:
Proficiency in computer use and data entry.
Skilled in navigating and using various computer applications, including CRM software, with accuracy in data entry.
Effective written and spoken English with strong communication skills.
Demonstrated ability to convey information clearly and professionally in both written and verbal forms.
Ability to handle multiple tasks and manage time efficiently.
Capable of managing several tasks simultaneously while maintaining high standards of service and meeting deadlines.
Strong problem-solving skills and attention to detail.
Ability to quickly identify issues, troubleshoot effectively, and ensure thorough, accurate documentation and resolution.
Shift and Location: Willingness to work in a graveyard shift and be stationed in the Davao Region.
Key Competencies:
Communication Skills:
Strong written communication skills to manage live chat interactions effectively.
Multitasking Ability:
Handles multiple live chat sessions simultaneously while maintaining high service quality.
Quality Assurance:
Conducts self-audits and follows quality standards to ensure all interactions meet company expectations.
Collaboration:
Works well within a team environment, sharing insights and supporting colleagues to meet operational goals.
Data Management:
Proficient in documenting customer interactions and managing data securely according to company policies.
Problem Solving:
Ability to resolve customer issues quickly and efficiently during live chat sessions.
Innovation and Continuous Improvement:
Actively contributes to process improvements and promotes innovation within the team.
Preferred Personality Type
The individuals best suited for this role are those who are:
Conventional: Adhere to established procedures and guidelines.
Competitive: Driven to meet and exceed performance targets.
Assertive: Confident in communication and capable of managing challenging interactions.
Motivated: Self-driven with a strong work ethic and a commitment to continuous improvement.
Patient: Able to remain calm and composed under pressure, particularly in high-stress situations.
This Job Description outlines the primary responsibilities and qualifications required for the Live Chat Operator role. It is not exhaustive and may be subject to change based on the needs of the company.
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