**Job Title:** Chat Support Manager - Remote Work
**Company:** Malaysia Airports Holdings Berhad
**Location:** Kuala Lumpur, Kuala Lumpur, MY
**Job Type:** Full-time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8
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### Job Description
Malaysia Airports Holdings Berhad is seeking a highly skilled and motivated **Chat Support Manager** to lead our remote chat support team. The ideal candidate will be instrumental in enhancing customer experience through effective chat communication and support. The Chat Support Manager will drive operational excellence while ensuring that customer queries are addressed efficiently and effectively.
### Key Responsibilities
- **Team Leadership:**
- Lead, mentor, and support a diverse team of chat support agents, fostering an environment of learning and growth.
- Develop and implement training programs to improve chat support skills and product knowledge among team members.
- Establish performance metrics and KPIs to evaluate team success, providing continuous feedback and conducting regular performance reviews.
- **Customer Interaction Management:**
- Oversee the management of daily chat operations, ensuring that customer inquiries are addressed promptly and accurately.
- Troubleshoot and resolve complex customer issues in collaboration with cross-functional teams.
- Monitor chat communications for quality assurance and adherence to company standards.
- **Process Improvement:**
- Identify opportunities for process improvement within the chat support workflow and implement innovative solutions.
- Collaborate closely with product and IT teams to ensure chat functionality aligns with customer needs and organizational goals.
- Analyze customer feedback and report on trends to inform product improvements and operational changes.
- **Strategic Planning:**
- Develop and execute strategic plans for optimizing chat support, including technology enhancements and resource allocation.
- Participate in the formulation of policies and procedures to enhance the overall chat support experience.
- **Collaboration & Communication:**
- Serve as the primary point of contact for communication between the chat support team and other departments, ensuring alignment of objectives and fluid information sharing.
- Prepare and present regular reports to senior management on performance metrics, customer satisfaction, and operational initiatives.
### Requirements
- **Experience:**
- Minimum of 8 years of experience in a customer support environment, with at least 3 years in a managerial capacity overseeing chat support or similar platforms.
- Proven track record of successfully managing remote teams and driving customer satisfaction.
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- **Personality Traits:**
- Independent thinker with a passion for enhancing customer experience and team engagement.
- Enthusiastic about innovation and committed to pursuing excellence in service delivery.
- **Soft Skills:**
- Strong cooperation skills to foster team collaboration and communication.
- Exceptional persuasion skills to guide team members and influence stakeholders towards successful outcomes.
- **Technical Skills:**
- Proficiency in chat support software and customer relationship management (CRM) systems.
- Familiarity with analytics tools to monitor performance and customer satisfaction.
### Benefits
- Disability insurance.
- Company transportation.
- Free accommodation for the duration of employment.
### Working Environment
At Malaysia Airports Holdings Berhad, we embrace a culture that challenges norms and encourages bold thinking. We are committed to creating a workspace that nurtures innovation, collaboration, and respect for diverse perspectives.
### Application Deadline
Please submit your applications by **October 29, 2024**.
### Equal Opportunity Statement
Malaysia Airports 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, sex, national origin, disability, or status as a protected veteran.
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We look forward to welcoming a passionate Chat Support Manager to our dynamic team at Malaysia Airports Holdings Berhad!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.