**Job Title:** Live Chat Manager
**Company:** Sunway Group
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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### **Job Description:**
Sunway Group is seeking a highly motivated and experienced Live Chat Manager to oversee our live chat operations and enhance our customer service strategy. In this role, you will be responsible for managing a team of live chat agents, optimizing chat performance, and ensuring the delivery of exceptional customer experiences. You will play a crucial role in translating customer inquiries into actionable insights, therefore enhancing both customer satisfaction and company performance.
### **Key Responsibilities:**
- **Team Management:**
- Lead and mentor a team of live chat representatives, providing guidance, support, and training to enhance their skills and performance.
- Monitor team performance through regular feedback sessions, performance evaluations, and personalized coaching plans.
- **Operational Excellence:**
- Develop and implement live chat strategies, protocols, and best practices to enhance operational efficiency and improve customer service delivery.
- Manage the scheduling and daily activities of the live chat team to ensure maximum coverage and availability.
- **Performance Tracking and Reporting:**
- Analyze key performance indicators (KPIs) related to live chat operations, such as response time, resolution rates, and customer satisfaction scores.
- Prepare and present reports to senior management, highlighting performance metrics, trends, and areas for improvement.
- **Customer Interaction:**
- Oversee and participate in customer interactions through live chat to ensure adherence to communication standards and resolution accuracy.
- Collaborate with other departments to resolve complex customer issues that require interdepartmental engagement.
- **Strategic Planning:**
- Develop strategic initiatives to enhance customer engagement through live chat, emphasizing customer retention and satisfaction.
- Identify opportunities for process improvements and effectiveness in live chat services, integrating innovative solutions into existing workflows.
- **Training & Development:**
- Organize training programs for new hires and ongoing training for existing team members on customer service excellence and product knowledge.
- Ensure all staff are kept up-to-date with the latest product updates, policies, and customer service strategies.
### **Requirements:**
- **Educational Background:**
- Bachelor's degree in Business Administration, Marketing, Communication, or a related field is preferred.
- **Experience:**
- A minimum of 5 years' experience in customer service, with at least 2 years in a management or supervisory role within a live chat environment.
- **Personality Traits:**
- Hardworking with a proven track record of meeting and exceeding performance goals.
- Energetic and able to maintain a positive work environment, driving team morale.
- **Soft Skills:**
- Strong strategic planning skills to develop effective action plans and implement solutions.
- Effective negotiation skills to facilitate problem resolution and improve customer relations.
- **Technical Proficiency:**
- Familiarity with live chat software and customer relationship management (CRM) systems.
- Proficiency in Microsoft Office Suite and analytics tools for performance tracking and reporting.
- **Communication Skills:**
- Excellent verbal and written communication skills, with an ability to communicate clearly with team members and customers alike.
### **Benefits:**
- Training & professional development opportunities to enhance your skill set.
- Free accommodation for the duration of employment.
- Competitive joining bonus for successful candidates.
### **Working Environment:**
Join Sunway Group in a dynamic workplace that values teamwork, fosters innovation, and prioritizes shared success. We believe that a collaborative environment encourages creativity and enhances employee satisfaction.
### **Application Deadline:**
Please submit your application by **September 28, 2024**.
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**Equal Opportunity Statement:**
Sunway Group 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.
