Job description
Take the next step in your customer service career with iQor at our Sta. Rosa Site in Santa Rosa City, Laguna. This is a full-time non-voice chat support role designed for empathetic communicators who excel in delivering swift, accurate help via live chat, messaging apps, and email. As a CSR, you will be the first point of contact for customers seeking guidance, information, or assistance with orders, accounts, or product usage.
In this role, you will resolve product and account issues, guide customers through steps to resolve problems, and build lasting rapport to ensure top-tier satisfaction. You will document interactions in our CRM with attention to detail, maintain response quality aligned to service-level agreements (SLA), and collaborate with cross-functional teams to deliver seamless support. Your conversations will be customer-centric, clear, and professional, combining efficiency with a friendly tone that reflects iQor's commitment to service excellence.
We value proactive problem solving, strong written communication, and the ability to multitask while maintaining accuracy. If you enjoy making customers feel heard, learning about products, and contributing to process improvements, you will fit right in. This on-site role at Sta. Rosa Site offers a competitive salary, comprehensive benefits, and clear paths for career growth in a global BPO environment.
Join a team that prioritizes customer outcomes and professional development. If you're ready to make a difference in the lives of customers and build a rewarding career in non-voice and chat support, apply now to start your journey with iQor in Santa Rosa City, Laguna.
Responsibility
- Provide high-quality non-voice chat support to customers via live chat, messaging apps, and email.
- Resolve product, service, and account issues with accuracy and speed, following defined SLAs.
- Document customer interactions and case details in CRM systems for future reference.
- Demonstrate empathy, active listening, and clear communication to build trust and satisfaction.
- Manage multiple chats concurrently while maintaining response quality and efficiency.
- Escalate complex inquiries to appropriate teams with thorough notes and recommended actions.
- Collaborate with teammates and cross-functional groups to resolve issues and improve processes.
- Identify recurring problems and contribute to knowledge base updates to reduce future inquiries.
Qualification
- High school diploma or equivalent; bachelor's degree preferred.
- 1+ year of customer service, chat support, or BPO experience.
- Excellent written and spoken English, with strong grammar and tone.
- Proficiency with CRM platforms, ticketing tools, and chat software.
- Strong problem-solving, time management, and organizational skills.
- Customer-centric mindset with patience and resilience.
- Ability to multitask in a fast-paced environment and maintain composure.
- Flexible schedule availability, including potential night shifts or weekends as needed.