Job Description:
Sapura Energy Berhad is seeking a dynamic and experienced Live Chat Manager to join our team in George Town, Penang, MY. As a Mid-to-Senior Level professional with at least 7 years of experience in a similar role, you will be responsible for managing our live chat platform and ensuring a seamless customer experience.
Responsibilities:
- Manage a team of live chat agents, providing guidance and support to ensure high-quality customer interactions
- Develop and implement strategies to optimize the live chat platform and improve customer satisfaction
- Monitor chat conversations to identify trends, issues, and opportunities for improvement
- Collaborate with cross-functional teams to address customer inquiries and resolve issues in a timely manner
- Analyze chat data and metrics to track performance and make data-driven decisions
- Stay up-to-date on industry trends and best practices in live chat management
- Train new agents on chat protocols, customer service techniques, and product knowledge
- Handle escalated customer issues and provide solutions to ensure customer retention and satisfaction
Requirements:
- Bachelor's degree in Business, Marketing, Communications, or a related field
- Proven experience as a Live Chat Manager or similar role
- Strong leadership skills with the ability to motivate and inspire a team
- Excellent communication and interpersonal skills
- Resourceful and driven with a passion for delivering exceptional customer service
- Strong planning and problem-solving skills
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Proficiency in live chat platforms and customer service software
- Experience with data analysis and reporting tools
- Flexibility to work remotely and willingness to work overtime when needed
- Visa sponsorship available for qualified candidates
Benefits:
- Remote work flexibility
- Paid overtime
- Visa sponsorship
- Collaborative working environment with colleagues worldwide, fostering a global village mentality
Equal Opportunity Statement:
Sapura Energy Berhad is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.
Deadline to apply: ********
If you meet the requirements and are ready to take on this exciting opportunity as a Live Chat Manager at Sapura Energy Berhad, we encourage you to apply before the deadline. Join our team and be a part of our mission to deliver exceptional customer service and drive business growth.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
