**Job Title: Chat Support Manager - Work from Home**
**Company: IHH Healthcare Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 5**
**Application Deadline: ******** **
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**Job Description:**
IHH Healthcare Berhad is seeking a highly motivated and energetic individual for the position of Chat Support Manager to lead our chat support team from the comfort of their own home. This part-time role is ideal for experienced candidates with a passion for delivering exceptional customer service in a dynamic environment.
As a Chat Support Manager, you will be vital in managing and optimizing our chat support operations, ensuring that our clients receive timely, accurate, and helpful responses to their inquiries. Your leadership will contribute to the overall success of our customer engagement strategy, ultimately enhancing patient care and satisfaction.
**Key Responsibilities:**
- **Team Oversight:** Lead and supervise a team of chat support agents, providing guidance, support, and coaching to ensure high-performance standards are achieved.
- **Performance Monitoring:** Track and analyze key performance metrics of the chat support team, identifying areas for improvement and implementing actionable strategies to enhance efficiency and customer satisfaction.
- **Customer Inquiry Resolution:** Address escalated customer inquiries and complaints via chat, employing problem-solving skills to resolve issues effectively while maintaining a positive customer experience.
- **Training and Development:** Develop and conduct training programs for new hires, ensuring they are well-equipped with the skills and knowledge required to provide top-quality chat support.
- **Process Improvement:** Collaborate with management to refine chat support processes and workflows aimed at improving response time, resolution rates, and overall customer experience.
- **Team Collaboration:** Foster a cooperative team environment by promoting teamwork and open communication among chat support staff and other departments, ensuring that all client information is accurately disseminated and leveraged.
- **Reporting:** Generate and present regular reports on chat support performance, trends, and areas for growth to management.
- **Technology Utilization:** Keep abreast of the latest chat support technologies and tools. Ensure the team effectively utilizes these technologies to streamline workflows and enhance customer interaction.
- **Crisis Management:** Identify and implement strategies for high-volume periods or crises to maintain service levels and customer satisfaction.
**Requirements:**
- **Educational Background:** Bachelor's degree in Business Administration, Communication, or a related field is preferred.
- **Experience:** Minimum of 5 years of experience in customer service or support, with at least 2 years in a supervisory or management role within a chat support environment.
- **Technical Skills:** Proficient in chat support software, CRM tools, and Microsoft Office Suite. Familiarity with healthcare services is a plus.
- **Personality Traits:**
- Highly motivated with a proactive approach to tackling challenges.
- Energetic demeanor conducive to a fast-paced work environment.
- **Soft Skills:**
- Excellent problem-solving abilities, with a knack for resolving issues efficiently.
- Strong teamwork skills, promoting collaboration and a positive atmosphere within the team.
**Benefits:**
- Competitive joining bonus upon successful onboarding.
- Retirement plan to secure your future.
- Disability insurance for peace of mind.
**Working Environment:**
Join us in a high-energy workplace that celebrates achievements and drives impactful results. Your contributions will uplift not only our chat support team but our entire organization as we strive to provide the best healthcare service.
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**Equal Opportunity Statement:**
IHH Healthcare 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 fit the requirements and are excited about this opportunity, we encourage you to apply before the deadline!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
