Customer Service, Globe Telecom jobs in SM City North EDSA

Job Description: Chat Support Agent

Reports To: Supervisor

Department: Operations

Position Overview

As a Chat Support Agent at Advanced Call Center Technologies, you will provide a best-in-class stakeholder and customer service experience across our global support networks. While

the primary mode of support is live chat, the role also incorporates occasional outbound phone calls as

part of the operational process for complex verifications, urgent coordination, and issue resolution.

This is a high-performance digital and voice support role requiring exceptional multi-tasking capabilities,

strong written and verbal communication skills, and strict adherence to operational guidelines and

compliance standards. Agents must maintain high productivity, quality, and concurrency standards while

navigating fast-paced operational workflows.

Essential Duties and Responsibilities

· Live Chat Support: Provide best-in-class support via live chat and other digital channels

· Outbound Voice Communications (Blended Task): Perform occasional outbound phone calls when required by the process (not 100% voice)

· Simultaneous Chat Management (Concurrency): Successfully handle multiple chat sessions concurrently, maintaining high engagement, fast response times, and accurate issue resolution across all active conversations without sacrificing service quality or empathy.

· Tool & Resource Utilization: Apply internal technology, CRM tools, telephony systems, and resources to optimize support experiences and execute multi-channel workflows efficiently.

· Performance KPI Attainment: Consistently meet and exceed KPI’s set by Supervisor

· Continuous Engagement & Training: Stay updated on all training modules, process changes, and operational communications by actively participating in team huddles, all-hands meetings, and communicating consistently via Slack, email, and Google Meets.

Operational Requirements & Schedule

· 24x7 Shift Availability: Fully agree and commit to working a flexible, rotational 24x7 shift schedule, which includes covering night shifts, weekends, and holidays according to business requirements.

Qualifications & Skills

· Education: Minimum of a Senior High School diploma.

· Experience: Minimum of 6 months of professional experience in a chat support, customer service, or multi-channel contact center environment preferred but not required.

· English Proficiency (Verbal & Written - Min B2): English proficiency (Minimum B2 level) in both written and verbal communication. While the role is primarily chat-based, candidates must possess the ability to speak confidently and clearly in English during occasional outbound phone calls to handle verifications.

· Typing Skills: Average typing proficiency (approximately 30 to 35 WPM) with high accuracy and

proper grammar, ensuring error-free communication while balancing multiple active chat windows.

· Multi-Tasking & Cognitive Agility: Proven ability to manage multiple live conversations simultaneously, balancing speed and accuracy while maintaining high empathy and problem-solving skills.

· Technical Literacy: Proficient in contact center chat platforms, CRM tools, telephony/dialer systems, and Google Workspace applications (Google Sheets, Docs, Drive, Gmail, Meet, Slack).

· Behavioral Competencies: Great attitude, proven self-starter, ability to thrive in a rapidly changing environment, and resilient when working through complex or escalated scenarios.

Pay: Php130.00 - Php136.00 per hour

Expected hours: 25.0 per week

Benefits:

• Health insurance
• On-site parking
• Opportunities for promotion

Ability to commute/relocate:

• Makati: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Live chat: 1 year (Preferred)

Work Location: In person