**Job Title:** Chat Support Manager - Work from Home
**Company:** PPB Group Berhad
**Location:** Malacca City, Melaka, MY
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8+
**Job Description:**
PPB Group Berhad is looking for a dedicated and energetic Chat Support Manager to join our dynamic team. In this remote, part-time role, you will be responsible for managing our chat support operations and ensuring exceptional service delivery to our customers. The ideal candidate will bring significant experience in customer support and possess strong leadership skills to oversee a team of chat support representatives.
**Key Responsibilities:**
1. **Team Leadership and Management:**
- Supervise and mentor a team of chat support representatives, ensuring high-quality service delivery and adherence to company standards.
- Conduct regular training sessions and workshops to enhance team performance and product knowledge.
- Monitor team performance metrics and provide constructive feedback to improve efficiency and customer satisfaction.
2. **Operational Oversight:**
- Develop, implement, and maintain chat support processes and protocols that align with the company's goals.
- Analyze chat support operations and identify areas for improvement to enhance customer experience.
- Manage chat support schedules to ensure adequate coverage and response times.
3. **Customer Interaction:**
- Oversee chat interactions to ensure responses are accurate, timely, and align with customer service best practices.
- Handle complex customer inquiries and escalations, providing effective resolutions and follow-ups.
- Gather customer feedback through chats and recommend necessary changes to enhance service delivery.
4. **Reporting and Analytics:**
- Utilize reporting tools to track and analyze team performance metrics including response time, customer satisfaction scores, and issue resolution rates.
- Prepare and present management reports on team performance, insights, and recommendations for process improvements.
- Stay up-to-date with industry trends and best practices in customer support to maintain competitive edge.
5. **Collaboration and Communication:**
- Work closely with various departments (e.g., Sales, Marketing, Product Development) to ensure a seamless integration of customer service with business objectives.
- Facilitate regular team meetings to encourage open communication and idea sharing among team members.
**Requirements:**
- A minimum of 8 years of experience in customer support, with at least 3 years in a managerial or leadership role overseeing chat support teams.
- Proven track record of improving customer satisfaction and operational efficiency within a chat support environment.
- Strong ability in developing and implementing operational strategies and processes.
- Excellent attention to detail and communication skills, both written and verbal.
- Strong analytical and problem-solving abilities to drive innovative solutions.
- Energetic and dedicated personality with a passion for delivering exceptional customer service.
- Familiarity with customer support software and CRM platforms is preferred.
**Benefits:**
- Travel and spending expenses covered.
- Paid sick leave.
- Life insurance coverage.
**Working Environment:**
At PPB Group Berhad, we foster a culture that embraces change and responds resiliently. We encourage our team members to thrive in a fast-paced environment, prioritize personal and professional growth, and work collaboratively to achieve excellence.
**Deadline to Apply:** October 6, 2024.
**Equal Opportunity Statement:**
PPB Group 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, gender, gender identity or expression, sexual orientation, religion, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
