**Job Title**: Live Chat Manager
**Company**: Digi.Com Berhad
**Location**: Kuala Lumpur, Kuala Lumpur, MY
**Job Type**: Part-Time
**Seniority**: Mid-to-Senior Level
**Years of Experience**: 6
### Job Description
Digi.Com Berhad is seeking a dynamic and dedicated **Live Chat Manager** to join our team in Kuala Lumpur. The successful candidate will oversee live chat communications, ensuring that our customers receive prompt and effective support. As a **Live Chat Manager**, you will have the opportunity to foster a customer-centric environment and develop strategies to enhance customer satisfaction and engagement.
### Key Responsibilities
- **Team Leadership**: Lead and inspire a team of live chat agents, providing ongoing coaching, mentorship, and performance evaluations to ensure the highest standards of customer service.
- **Strategy Development**: Design and implement a comprehensive live chat strategy that aligns with company goals, enhances customer experience, and drives engagement.
- **Performance Analysis**: Analyze chat metrics and performance data to identify trends, areas for improvement, and potential growth opportunities. Utilize analytics to guide decision-making and strategy adjustments.
- **Customer Engagement**: Respond to customer inquiries through live chat, ensuring timely resolutions and maintaining a high satisfaction rate. Handle complex customer issues that require escalation.
- **Content Management**: Collaborate with marketing and product teams to ensure accurate and up-to-date information is available for customer inquiries, enhancing the knowledge base and FAQ resources.
- **Training and Onboarding**: Develop and oversee training programs for new live chat agents, fostering an environment of continuous learning and adaptation.
- **Project Management**: Oversee remote projects related to live chat enhancements, collaborating with IT, UX design, and data analytics teams to ensure timely delivery and implementation of system upgrades and improvements.
- **Feedback Loop**: Establish a feedback mechanism with customers to gather insights on their experiences, leveraging customer feedback to continuously improve services.
- **Process Optimization**: Identify processes within the live chat environment that can be improved for efficiency and effectiveness. Propose and implement new tools and technologies to enhance chat operations.
- **Collaboration**: Work closely with cross-functional teams to ensure cohesive communication strategies and to promote a customer-first approach throughout the organization.
### Requirements
- **Education**: Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- **Experience**: Minimum of 6 years of experience in customer service, specifically within a live chat environment, with a proven track record of managing remote teams.
- **Technical Skills**: Proficient in live chat software, CRM systems, and data analytics tools. Familiarity with customer service workflows and quality assurance processes is essential.
- **Soft Skills**:
- **Analytical Skills**: Strong analytical abilities to interpret data and assess performance metrics.
- **Project Management**: Effective project management skills with an ability to prioritize tasks and manage multiple projects simultaneously.
- **Personality Traits**:
- **Independent**: Ability to work independently and make informed decisions with minimal supervision.
- **Adaptable**: Flexibility to change priorities and approaches as required by dynamic business needs.
### Benefits
- Vision insurance
- Remote work flexibility
- Free food
### Working Environment
At Digi.Com Berhad, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value innovative thinking, bold initiatives, and a proactive approach to problem-solving.
### Application Deadline
Please submit your application by **October 27, 2024**.
### Equal Opportunity Statement
Digi.Com Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.