Role Overview
This position focuses on delivering high-quality customer care entirely through written messaging, primarily WhatsApp, while also covering other non-voice channels. Every day involves responding to a steady flow of inquiries, logging and updating customer records, and spotting issues that require a human touch or escalation. Your work directly shapes how customers perceive the brand, and your accuracy in managing data keeps operations running smoothly for the whole team.
Key Responsibilities
- Handle incoming customer conversations on WhatsApp and similar messaging platforms, replying with clear, professional, and friendly written communication.
- Keep customer records current and error-free by updating information across internal systems after each interaction.
- Identify urgent or complex issues during chat monitoring and route them to the right internal team before they escalate further.
- Maintain a consistent brand voice in every written exchange, adjusting tone to fit the situation while staying helpful and composed.
- Balance multiple active chats at once, prioritising responses so no customer is left waiting longer than necessary.
- Work alongside other departments to follow up on unresolved cases, making sure customers receive a final answer rather than a dead end.
- Track recurring questions or friction points in conversations and propose practical ways to improve response templates, workflows, or channel efficiency.
- Complete any additional administrative or support tasks assigned by management to help the team meet its service targets.
Requirements & Qualifications
- Diploma in customer service, communications, business administration, or a closely related field.
- At least one year of hands-on experience in a customer support or social media engagement role, with live chat experience a strong plus.
- Hands-on familiarity with WhatsApp Business, including broadcast lists, quick replies, labels, and chat organisation features.
- Fast and accurate typing skills, with the ability to switch between several active conversations without losing context or quality.
- Strong written English with solid grammar and spelling; an additional language is helpful but not essential.
- Proven ability to stay calm when handling complaints, showing empathy while working toward a practical resolution.
- Comfort learning new digital tools and adapting to updated processes as the channel evolves.
- Excellent time management, able to work under pressure and meet response-time targets without cutting corners.
- A collaborative attitude, willing to share insights with teammates and back them up during peak periods.
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