Job Description

About Us:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: www.CEF.inc

The Email/Chat Agent is responsible for providing customer support and resolving issues through chat and email channels. This role involves handling customer inquiries, troubleshooting problems, and delivering excellent service to ensure customer satisfaction.

ROLES AND RESPONSIBILITIES:

• Respond promptly to customer inquiries via chat and email.
• Provide accurate, valid, and complete information to customers.
• Resolve customer issues and complaints efficiently and professionally.
• Identify and assess customers' needs to achieve satisfaction.
• Troubleshoot and resolve customer issues by providing appropriate solutions.
• Escalate unresolved issues to higher-level support when necessary.
• Maintain clear, concise, and courteous communication with customers.
• Document all interactions and maintain accurate records of customer issues and resolutions.
• Provide timely and effective follow-ups to ensure customer satisfaction.
• Stay updated on product knowledge, company policies, and procedures.
• Utilize available resources and tools to provide accurate information to customers.
• Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores.
• Continuously strive to improve efficiency and effectiveness in handling customer inquiries.
• Work collaboratively with team members and other departments to resolve customer issues.

QUALIFICATIONS:

• At least one year of experience with Email/Chat support is required.
• Experience in handling Inbound/Outbound calls (preferred).
• High school diploma or equivalent; a college degree is a plus.
• Previous experience in customer service, preferably in a BPO or call center environment.
• Excellent written communication skills with a strong command of grammar and spelling.
• Ability to multitask and manage time effectively.
• Good interpersonal skills and a customer-focused attitude.
• Proficiency in using chat and email platforms, as well as CRM software.
• Strong problem-solving skills and attention to detail.

OTHER QUALIFICATIONS:

• Must be able to work from home with a secure, distraction-free environment
• Amenable to report on-site if needed (Mandaluyong City).
• Requires fast internet speed at home
• Typing speed of at least 35wpm with 90% Accuracy
• Open to working on a shifting schedule, including holidays and weekends.
• Able to start immediately

ADDITIONAL DETAILS:

• This is a project-based role under a 4-month contract. The contract may be extended or converted to a permanent position depending on business needs and performance.