Live Chat and Email Support Agents

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<p><strong>Looking for a stable remote customer service job? We got you! Join us if you have the experience, skills, and #WFH setup. Read on to learn more.</strong></p><p><strong>Position:</strong> <strong>Customer Service Agent </strong>(Live Chat and/or Email Support)</p><p><strong>Working Hours: </strong>Shifting schedule, predominantly US Business hours<br></p><p><strong>Hiring Company: </strong>We run customer service operations for e-commerce stores, providing customer service agents as well as customer service operation management and infrastructure improvements (workflow improvements, reporting, AI, etc.). We launched in 2015 and have a fully remote team of 100+ employees in the Philippines (including Managers, Client Management, Sales, etc.) and a great culture.</p><p><strong>Position Summary:</strong><br></p><p>As LiveChat Agent will handle incoming chat from multiple client websites. Your primary mission is to increase websites' sales conversion by providing a pleasant experience to all visitors and helping them navigate the website. You will also handle post-order queries such as order status, shipping info, complaints, etc. </p><p><strong>Responsibilities include but are not limited to the following:</strong></p><ol> <li> Convert chats into sales by providing world-class customer service and a pleasant experience to every website visitor. </li> <li> Protect company's, clients', and visitors' information. </li> <li> Work with the team to accomplish your goals individually and as a team. </li> <li> Update your knowledge through continuous learning. (Self-paced and group training)</li> <li> Ensure you have the right equipment and a proper place to work productively.</li> </ol><p><strong>Requirements</strong></p><p><strong>Work Experience:</strong><em><br>(* items are required)</em></p><ol> <li>*At least two years of Customer Service Experience for English-speaking businesses/clients/customers. Preferably in E-commerce or similar businesses.</li> <li>Robust eCommerce or Retail customer service background.</li> <li>Genuine care for customers and clients.</li> <li>A sales-oriented person is a plus.</li> <li>Social media management experience is a plus.</li> <li>At least six months of work-from-home experience is a plus. </li> </ol><p> </p><p><strong>Qualifications Required:</strong><em>(* items are required)</em></p><ol> <li>*<strong>Remote work ready:</strong> </li> <ol> <li>Stable high-speed internet with backup. (Minimum of 10 Mbps)</li> <li>Computer (laptop or desktop) with the following recommended specs. </li> <ol> <li> <strong>QUAD-CORE </strong>CPU at least 2.5 GHz or higher</li> <li>RAM 16GB or <strong>HIGHER</strong>. </li> <li> <strong>1GB GPU</strong> </li> <li>At least <strong>110 GB SSD </strong>for your drive C </li> </ol> <li>Dual monitor with at least <strong>1920 x 1080 display</strong> resolutions</li> <li>Headset with mic and webcam for meetings</li> <li>Focused workspace.</li> </ol> <li>*Above average written and verbal English communication and comprehension skills.  </li> <li>Great chat, email, social media, and phone etiquette.</li> <li> *Advance critical thinking skills.</li> </ol><p><strong>Benefits</strong></p><p><strong>What we offer: </strong></p><ol> <li>The starting <strong>salary rate is $4/hr</strong> </li> <li>Fully remote (you can work anywhere, literally as long as you have a stable internet connection and electricity)</li> <li>Pandemic-proof job</li> <li>Weekly Pay after 1st week of Training & No Salary Deductions</li> <li>Paid Time Offs</li> <li>HMO coverage up to $50/Month</li> <li>Paid breaks</li> <li>Paid training</li> <li>Career Growth</li> <li>Performance-based compensation review</li> <li>Since you will be working from home, you get to save a lot of time and money</li> <li> Company & team events - Virtual and Offline</li> </ol><p><strong>What we don't offer: </strong></p><ol> <li>All government-mandated benefits (SSS, PAGIBIG, PHILHEALTH). Our team pays them voluntarily.</li> <li>Company PC - You must already have or buy or upgrade your current one to meet our minimum requirements.</li> </ol><p><strong>Terms of Employment:</strong></p><ol> <li>If you're qualified for the Live Chat or Email Support position, you'll be placed on our "waiting list" unless we're urgently hiring. The average waiting time to be assigned is between 2-8 weeks, depending on our service requirements.</li> <li>Full-time - You'll start between 20-30 hrs/week, then gradually move up to 40-45 hrs/week as you learn the process and depending on the business requirements. </li> <li>This project-based job is coterminous with the client contract with Helpflow.</li> <li>Agents with good track records at HelpFlow may be transferred to other accounts/projects.</li> </ol><p><strong>Notes: </strong></p><ol> <li> <em><strong>For the best application experience, we recommend using Google Chrome</strong></em><em> as your browser. This ensures optimal performance and minimizes any potential submission issues.</em> </li> <li><em>Select any of the locations listed below. We're a fully remote company, so selecting any location from the list doesn't affect your application. </em></li> <li><em><strong>Be sure to monitor your email's "Spam / Junk folder" to not miss any emails from us.</strong></em></li> <li> <em> Please provide an active </em><em><strong>mobile phone # (any Network, must have Viber </strong></em><em>but not a landline #) so we can contact you via text or call if needed. </em> </li> </ol>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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