Chat Support Coordinator – Philippines – Remote, Contract / Full-Time

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Company: Houston Skilled Consultancy

Location: Philippines

Employment Type: FULL_TIME, PART_TIME

Date Posted: 2025-11-01

Valid Through: 2026-11-01

Job Summary

Houston Skilled Consultancy is seeking a Chat Support Coordinator to manage and oversee customer interactions through online chat platforms. The role requires a professional who can provide efficient, courteous, and timely responses to customer inquiries while maintaining high standards of communication and service quality. The Chat Support Coordinator will play a key role in ensuring a seamless online customer experience, coordinating chat operations, mentoring agents, and resolving escalations promptly. This position offers the flexibility to work remotely from anywhere in the Philippines, with opportunities for long-term growth.

Key Responsibilities

  • Supervise and coordinate day-to-day operations of the chat support team.

  • Handle complex customer inquiries and escalations through live chat and email channels.

  • Monitor chat performance metrics, including response time, resolution rate, and customer satisfaction.

  • Train, guide, and support chat support agents to maintain consistent service quality.

  • Prepare regular performance and productivity reports for management review.

  • Collaborate with internal departments to ensure smooth communication and resolution of issues.

  • Identify process improvements to enhance efficiency and customer satisfaction.

  • Ensure adherence to company policies, chat scripts, and customer service standards.

  • Maintain accurate and detailed records of customer interactions.

Required Skills and Qualifications

  • Bachelors degree in Business Administration, Communication, or a related field preferred.

  • Excellent written and verbal communication skills in English.

  • Strong interpersonal skills and the ability to handle difficult conversations professionally.

  • Proficiency in chat support software and CRM tools (e.g., Zendesk, Freshdesk, Intercom, or similar).

  • Exceptional multitasking and time management abilities.

  • High level of accuracy and attention to detail.

  • Ability to work independently with minimal supervision.

Experience

  • Minimum 2 years of experience in chat support, customer service, or coordination roles.

  • Prior experience managing or supervising a team is an advantage.

  • Experience working in a remote or BPO environment preferred.

Working Hours

  • Flexible working hours with shift options depending on business needs.

  • Must be available to work during Philippines or US time zones as per schedule rotation.

  • Full-time (8 hours/day) or Contract-based opportunities available.

Knowledge, Skills, and Abilities

  • Strong knowledge of online customer support tools and practices.

  • Ability to analyze data and create actionable performance insights.

  • Excellent organizational and leadership capabilities.

  • Strong problem-solving and conflict-resolution skills.

  • Adaptability to fast-paced, evolving digital environments.

  • Tech-savvy with good command of MS Office and Google Workspace.

Benefits

  • Competitive salary package.

  • Fully remote – work from the comfort of your home.

  • Opportunities for career growth and leadership roles.

  • Performance-based bonuses and incentives.

  • Paid training and continuous professional development.

  • Supportive and collaborative virtual work culture.

Why Join Houston Skilled Consultancy

At Houston Skilled Consultancy, we believe in empowering professionals to deliver excellence in customer service while enjoying flexibility and balance in their careers. We value innovation, teamwork, and a results-driven mindset. As a Chat Support Coordinator, you will be part of a passionate team dedicated to creating outstanding digital experiences for clients around the world. Your growth and success are our priorities.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter describing their experience in chat support coordination.
Send your application to us with the subject line: Chat Support Coordinator – Philippines – Remote.

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