**Job Title:** Chat Support Manager - Remote Work
**Company:** Malaysia Airlines Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
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**Job Description:**
Malaysia Airlines Berhad is seeking a dedicated and experienced Chat Support Manager to join our dynamic team in a remote capacity. This role is essential in ensuring our customers receive exceptional support through chat channels. You will be responsible for the performance, efficiency, and management of the chat support team, delivering an outstanding customer experience while upholding the Malaysia Airlines brand.
**Key Responsibilities:**
1. **Team Leadership:**
- Oversee daily operations of the chat support team, providing guidance and support to team members.
- Foster a collaborative and inclusive work environment.
- Conduct regular training sessions to enhance team members' skills and knowledge.
- Monitor team performance metrics and provide constructive feedback to ensure targets are met.
2. **Customer Engagement:**
- Maintain high standards of customer communication by ensuring clear, polite, and professional interactions.
- Address and resolve complex customer inquiries, escalating issues when necessary.
- Evaluate chat transcripts and provide insights for continuous improvement in customer interactions.
3. **Quality Assurance:**
- Implement and uphold quality assurance standards to ensure exceptional service delivery.
- Analyze feedback and chat data to identify trends and areas for improvement within the team.
- Develop and maintain training materials to enhance team capabilities.
4. **Process Improvement:**
- Collaborate with various departments to streamline chat processes and improve efficiency.
- Conduct regular assessments of chat tools and technology to leverage best practices.
- Lead initiatives to improve customer satisfaction based on analytical insights.
5. **Reporting and Analysis:**
- Generate and present reports on team performance, customer feedback, and chat efficiency.
- Use data analytics to drive decisions and improve service delivery.
6. **Stakeholder Collaboration:**
- Work closely with other managerial staff to align the chat support strategies with overall company goals.
- Take part in meetings and collaborative projects to enhance workflows across departments.
**Requirements:**
- **Experience:** Minimum of 6 years of experience in customer support, with at least 3 years in a managerial or supervisory capacity.
- **Education:** A degree in Business Administration, Communications, or a related field is preferred.
- **Customer Focus:** Strong customer service orientation and a passion for helping others.
**Personality Traits:**
- Reliable: Demonstrates consistency in performance and commitment to responsibilities.
- Dedicated: Displays strong work ethic and determination in achieving operational goals.
**Soft Skills:**
- People Management: Proven ability to lead, mentor, and motivate teams.
- Research: Adept at gathering and analyzing information to drive decision-making and process enhancement.
**Benefits:**
- Visa sponsorship for eligible candidates.
- Provision of company equipment necessary for remote work.
- Comprehensive medical coverage.
**Working Environment:**
At Malaysia Airlines Berhad, we embrace a global village mentality, working collaboratively with colleagues from around the world. This position offers a flexible remote working environment, enabling you to connect with teammates across different regions seamlessly.
**Application Deadline:** October 27, 2024
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**Equal Opportunity Statement:**
Malaysia Airlines 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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If you are passionate about customer service excellence and looking to take the next step in your career with an iconic airline, we encourage you to apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.