As a Chat admin, you will be responsible for providing exceptional customer service through various social media platforms including TikTok, Shopee, Facebook, and Lazada. You will engage with customers, manage social media communities, coordinate with third-party support groups for order management, attend meetings and coaching sessions, and contribute innovative ideas to improve chat support and other business systems. Additionally, you will handle administrative tasks, including file management, utilizing Google Suite as the primary tool for the job.

JOB RESPONSIBILITY

Responsibilities:

• Chat Support: Respond promptly to customer inquiries and messages across social media platforms, providing product information, addressing concerns, and facilitating sales transactions.
• Social Media Community Management: Monitor and manage comments, messages, and feedback on our social media channels, ensuring a positive brand image and enhancing customer engagement.
• Order Management Coordination: Collaborate with third-party support groups to oversee order processing, shipment tracking, and resolution of order-related issues.
• Meeting Attendance: Attend monthly meetings to discuss performance metrics, customer feedback, and strategies for improving sales and customer service.
• Coaching Sessions: Participate in weekly coaching sessions to enhance communication skills, product knowledge, and customer service techniques.
• Innovation and Knowledge Sharing: Proactively share insights and innovative ideas to improve chat support efficiency, customer satisfaction, and overall business operations.
• Administrative Tasks: Manage files and documentation related to chat support operations using Google Suite, ensuring organization and accessibility.
• Accountability and communication: Ensure to escalate immediate concerns to your supervisor or manager. 

1. Education and Experience:

• At least a high school diploma; college-level education is preferred.
• 1-2 years of experience in customer service or chat support roles is an advantage.

1. Skills:

• Excellent written communication skills.
• Strong problem-solving and decision-making skills.
• Typing speed of at least 40 words per minute with accuracy.

1. Competencies:

• Empathy and patience when dealing with customers.
• Ability to multitask and manage time efficiently.
• Team-oriented mindset with a commitment to achieving performance metrics (e.g., response time, satisfaction scores).

1. Technical Requirements: (For remote positions)

• Reliable high-speed internet connection.
• A quiet, distraction-free work environment.
• A laptop or desktop with up-to-date operating systems and antivirus software.