**Job Title:** Live Chat Manager
**Company:** Perodua
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
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### Job Description:
Perodua, a leading automotive manufacturer in Malaysia, is seeking a dynamic and resourceful **Live Chat Manager** to oversee and enhance our live chat support operations. This key role, based in Johor Bahru, requires an experienced professional who is confident and adept at managing teams and analyzing data to drive customer satisfaction and operational efficiency.
As a Live Chat Manager, you will be responsible for leading a team of live chat agents, ensuring top-tier customer service, and developing strategies to improve chat interactions. This position demands a blend of leadership, analytical skills, and an unwavering commitment to maintaining a positive customer experience.
### Key Responsibilities:
- **Team Management:**
- Lead, train, and develop a skilled team of live chat agents, fostering a collaborative and high-performance work environment.
- Implement performance metrics and KPIs for the team, regularly reviewing and providing constructive feedback.
- Conduct regular team meetings and one-on-one sessions to reinforce goals, share insights, and discuss improvement opportunities.
- **Operational Oversight:**
- Monitor live chat performance, ensuring timely and accurate responses to customer queries.
- Develop and maintain standard operating procedures for chat interactions to ensure consistency in service delivery.
- Analyze live chat transcripts to identify trends, customer pain points, and areas for service enhancement.
- **Customer Experience Enhancement:**
- Collaborate with the customer service, sales, and marketing teams to align chat operations with overall business objectives.
- Design and implement strategies to improve customer satisfaction, retention rates, and conversion from leads to sales through live chat channels.
- Gather and analyze customer feedback to identify areas for product or service improvement.
- **Reporting and Analysis:**
- Prepare reports on live chat performance, including metrics such as response time, resolution rates, and customer satisfaction.
- Utilize data-driven insights to propose actionable improvements and optimize the overall chat experience.
- Stay abreast of industry trends and best practices to keep the live chat function at the forefront of customer service innovation.
### Requirements:
- **Education:** A bachelor's degree in Business Administration, Communication, Marketing, or a related field is preferred.
- **Experience:** A minimum of 6 years of experience in customer service, with at least 2 years in a management role specifically for live chat or online support.
- **Skills:**
- **Resourceful:** Ability to think quickly and creatively to resolve customer issues and improve processes.
- **Confident:** Strong willingness to make decisions and lead a team in fast-paced environments.
- **People Management:** Capability to motivate and manage teams effectively, fostering an inclusive and productive culture.
- **Analytical Skills:** Proficient in interpreting data and trends to make informed business decisions.
- **Soft Skills:**
- Excellent communication skills, both written and verbal.
- Strong organizational and time management abilities.
- Proven problem-solving skills with an emphasis on service excellence.
### Benefits:
- **Parental Leave:** Enjoy a supportive family leave policy.
- **Vision Insurance:** Comprehensive vision insurance coverage for you and your family.
- **Visa Sponsorship:** Opportunities for qualified candidates requiring work visa sponsorship.
### Working Environment:
Join Perodua, where we transcend borders and promote collaboration on a global scale. We value diversity and strive to create an inclusive workplace where every employee feels empowered and valued.
### Application Deadline:
Please submit your application by **October 10, 2024**.
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**Equal Opportunity Statement:**
Perodua 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
