**Job Title:** Live Chat Manager
**Company:** Eco World Development Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7+
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### Job Description
Eco World Development Group Berhad is seeking a passionate and experienced Live Chat Manager to join our dynamic team in George Town, Penang. The ideal candidate will have extensive experience in managing live chat operations and will play a crucial role in enhancing our customer service experience through effective communication and innovative solutions. This is a part-time position that offers flexibility while providing a significant impact within our organization.
### Key Responsibilities
- **Team Management:**
- Oversee, train, and mentor a team of chat agents to ensure high levels of performance and customer satisfaction.
- Establish clear performance metrics and goals, conduct regular performance reviews, and provide constructive feedback to team members.
- **Chat Operation Strategy:**
- Develop and implement effective strategies for live chat operations to enhance customer service quality, reduce response times, and improve customer satisfaction rates.
- Monitor live chat performance metrics (e.g., response time, customer satisfaction scores, ticket resolution time) and initiate improvements based on analytics.
- **Customer Interaction:**
- Manage escalated customer inquiries and complaints through live chat, ensuring resolution in a timely, professional manner.
- Create and refine FAQ and knowledge base articles to empower chat agents and improve self-service options for customers.
- **Collaboration:**
- Work closely with cross-functional teams such as marketing, sales, and product development to align customer support efforts with overall business objectives.
- Facilitate cooperation between the customer service department and other business units to streamline processes and enhance customer experiences.
- **Quality Assurance:**
- Conduct regular quality assurance tests and assessments to maintain service standards, ensuring the highest quality of responses and customer engagement.
- Use feedback and data analysis to make informed decisions that will drive continuous improvement in live chat services.
- **Research & Development:**
- Stay updated on industry trends and best practices in customer service and live chat technology, recommending tools and technologies that can enrich customer interactions.
- Perform market research on competitors' customer engagement strategies and apply learned insights to our chat operations.
- **Community Engagement:**
- Engage in corporate social responsibility initiatives that contribute positively to the community, embodying Eco World's commitment to social impact.
### Requirements
- **Education:**
- Bachelor's degree in Business, Communications, Marketing, or a related field.
- **Experience:**
- Minimum of 7 years of experience in customer service, with at least 3 years in a managerial or supervisory role specifically focusing on live chat operations.
- **Technical Skills:**
- Proficiency in live chat software and customer relationship management (CRM) systems.
- Strong analytical skills to interpret data and drive performance improvements.
- **Personality Traits:**
- Hardworking and driven, with a strong desire to achieve success and exceed performance targets.
- **Soft Skills:**
- Excellent research skills to gather relevant data and insights from various sources.
- Strong cooperation and teamwork abilities to collaborate effectively across different departments.
### Benefits
- Paid Sick Leave
- Paid Time Off (PTO)
- Company Equipment
### Working Environment
Join us in making a positive social impact through various corporate social responsibility initiatives. At Eco World Development Group Berhad, we believe in giving back to the community and fostering a workplace that values collaboration, innovation, and commitment to sustainability.
### Application Deadline
Please submit your application by **September 28, 2024**.
**Equal Opportunity Statement:**
Eco World Development Group 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, color, religion, gender, gender identity or expression, sexual orientation, nationality, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
