**Job Title:** Chat Support Manager - Work from Home
**Company:** IOI Corporation Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8+
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### **Job Description**
IOI Corporation Berhad is seeking a dedicated and experienced **Chat Support Manager** to join our team on a part-time basis. This role is essential in ensuring that our chat support services meet the needs of our clients while upholding the highest standards of ethical conduct and integrity. As a key member of our customer support team, you will manage day-to-day operations of the chat support staff, ensuring they deliver high-quality service while maximizing customer satisfaction.
### **Responsibilities**
- **Team Management:**
- Oversee and manage a team of chat support agents, providing regular training and development to ensure they are knowledgeable about products and services.
- Set performance goals and metrics for your team, regularly assessing their progress and making necessary adjustments to optimize performance.
- Conduct one-on-one feedback sessions and performance reviews with team members to motivate and enhance their skills.
- **Operational Oversight:**
- Develop and implement chat support policies and procedures to ensure effective operations and a high level of service.
- Monitor chat interactions to ensure quality standards are upheld, providing coaching and feedback as necessary.
- Analyze chat reports and metrics to identify areas for improvement and implement strategies to address them.
- **Customer Interaction:**
- Handle complex or escalated chat inquiries, demonstrating strong problem-solving skills and providing timely resolutions.
- Actively cultivate positive relationships with customers through direct interactions, aiming to enhance customer satisfaction and loyalty.
- **Collaboration:**
- Work closely with other departments, such as Sales, Marketing, and Product Development, to ensure customer feedback is effectively communicated and addressed.
- Participate in team meetings and provide insights on customer needs and trends to inform product improvements and business strategies.
- **Resource Management:**
- Manage resources effectively, including scheduling, staffing, and training, to ensure that the chat support team can meet the demands of peak business periods.
- Ensure that all chat support tools and software are utilized efficiently, providing necessary improvements or updates based on team feedback.
### **Requirements**
**Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 8 years of experience in customer service or chat support, with a proven track record in a managerial role.
**Skills:**
- Strong time management skills, with the ability to prioritize tasks and manage multiple projects effectively.
- Excellent verbal and written communication skills to convey information clearly and engage effectively with team members and customers.
- Proficient in using chat support software, CRM systems, and performance tracking tools.
**Personality Traits:**
- Hardworking: Demonstrate a strong work ethic and commitment to achieving team goals.
- Resourceful: Ability to think critically and find solutions independently under pressure.
**Additional Qualifications:**
- Familiarity with customer support best practices and conflict resolution techniques.
- Ability to work autonomously and manage time effectively in a remote working environment.
### **Benefits**
- Travel and spending expenses covered for business-related travel.
- Opportunities for travel and attendance at industry events.
- Access to company equipment to facilitate remote work.
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### **Working Environment**
At IOI Corporation Berhad, we pride ourselves on maintaining a work environment that upholds the highest standards of ethical conduct and integrity. Our culture promotes transparency, respect, and collaboration, ensuring every team member feels valued.
### **Application Deadline**
Please apply by **November 3, 2024**.
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### **Equal Opportunity Statement**
IOI Corporation Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
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Join us in making a difference by delivering exceptional chat support experiences while promoting a culture of ethics and integrity at IOI Corporation Berhad!How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.