**Job Title:** Chat Support Manager
**Company:** Proton Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
Proton Holdings Berhad is seeking a dynamic and experienced Chat Support Manager to lead our customer service chat team. This vital role is responsible for ensuring exceptional customer experiences through effective management of chat interactions, training and development of team members, and the continuous improvement of our chat support processes. As a Chat Support Manager, you will play a vital role in shaping our customer service strategy and will report directly to the Director of Customer Experience.
**Key Responsibilities:**
1. **Team Leadership and Management:**
- Oversee the daily operations of the chat support team, ensuring the team meets performance metrics and service level agreements (SLAs).
- Recruit, train, and develop chat support agents, providing ongoing coaching and feedback to foster a high-performance culture.
- Lead regular team meetings to communicate updates, share best practices, and encourage team collaboration.
2. **Customer Interaction Oversight:**
- Monitor chat interactions to maintain service quality and customer satisfaction.
- Analyze customer inquiries and feedback to identify trends, implement corrective actions, and enhance service delivery.
- Handle escalated customer issues professionally, resolving complex issues while ensuring customer retention.
3. **Process Improvement:**
- Collaborate with cross-functional teams to continuously improve chat support processes and tools.
- Develop and update standard operating procedures (SOPs) for chat support, ensuring adherence to best practices.
- Utilize data analytics to assess performance and identify areas of improvement.
4. **Reporting and Analysis:**
- Prepare weekly and monthly reports on chat support metrics, providing insights and recommendations to senior management.
- Monitor and report on customer satisfaction levels, identifying areas for service enhancements.
5. **Technology Management:**
- Work closely with IT and product teams to ensure that chat support tools and systems are functioning optimally.
- Assist in the implementation and testing of new chat technologies or features that enhance the customer experience.
**Requirements:**
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum 8 years of experience in customer service roles, with at least 3 years in a managerial position specifically related to chat support.
- **Technical Skills:**
- Proficient in using customer relationship management (CRM) software and chat support platforms.
- Familiarity with data analytics tools for performance measurement and reporting.
- **Personality Traits:**
- **Adaptable:** Ability to thrive in a fast-paced environment and adjust strategies according to changing demands or challenges.
- **Passionate:** A strong commitment to customer service excellence and a genuine interest in helping customers.
- **Soft Skills:**
- **Presentation Skills:** Capable of delivering engaging presentations to team members and stakeholders.
- **Time Management:** Excellent organizational skills with the ability to prioritize tasks and manage multiple responsibilities effectively.
**Benefits:**
- Paid overtime to reward extra effort.
- Free food to promote employee well-being.
- Paid Time Off (PTO) to facilitate work-life balance.
**Working Environment:**
At Proton Holdings Berhad, we strive for a harmonious workplace where collaboration and respect prevail. As we continue to grow, we focus on fostering an inclusive atmosphere where innovative ideas can thrive, and employees feel valued.
**Application Deadline:** Please submit your application by **October 14, 2024**. Applications received after this date will not be considered.
**Equal Opportunity Statement:**
Proton Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or any other status protected by applicable law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
