Job Description
Join PERSOL as a Call Centre Customer Service Agent – Live Chat and become the voice of our brand in the digital space! In this role you’ll engage with customers in real time, providing accurate information, resolving concerns, and turning every chat into a memorable experience. We’re looking for individuals who are passionate about delivering top‑notch service, thrive under pressure, and enjoy the fast‑paced nature of online support.
Your day‑to‑day will involve handling a wide range of inquiries—from product details and order tracking to technical troubleshooting and complaint management. You’ll use our CRM to log interactions, monitor case progress, and collaborate with cross‑functional teams to ensure swift resolution. By proactively identifying upsell opportunities, you’ll also contribute to business growth while maintaining high customer satisfaction scores.
This position is a 12‑month renewable contract, giving you the stability of a long‑term role with the flexibility to develop new skills. At PERSOL, we invest in continuous training, offering pathways for career advancement within the organization. If you’re a strong communicator, have a keen eye for detail, and possess the ability to multitask efficiently, we’d love to meet you.
Working hours are shifting and include weekends and public holidays, ensuring we can support our customers around the clock. This schedule is compensated with competitive benefits, and team‑building activities are organized regularly to keep morale high.
Responsibilities
- Respond to customer inquiries via live chat with professionalism and empathy.
- Resolve complaints and issues efficiently, ensuring a positive customer experience.
- Maintain accurate records of interactions in the CRM system.
- Stay updated on product information and company policies.
- Identify upsell and cross‑sell opportunities during chat sessions.
- Collaborate with team members and supervisors to improve processes.
- Meet performance metrics such as response time, resolution rate, and customer satisfaction.
Qualifications
- Minimum GCE ‘N’ level or equivalent; higher education is a plus.
- Prior experience in a call centre or customer service role is advantageous.
- Excellent written English communication skills.
- Fast and accurate typing speed (minimum 40 WPM).
- Strong problem‑solving abilities and a calm demeanor under pressure.
- Proficiency in MS Office and CRM software.
- Ability to work rotating shifts, including weekends and public holidays.