**Job Title:** Live Chat Manager
**Company:** QSR Brands
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
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### **Job Description:**
QSR Brands is seeking a dedicated and driven Live Chat Manager to join our dynamic team. The right candidate will play a crucial role in enhancing customer experience through live chat support, leading a team of chat agents, and ensuring that our customers receive superior and timely assistance. If you thrive in a fast-paced environment and possess a passion for customer service, we want to hear from you!
### **Key Responsibilities:**
1. **Team Leadership:**
- Manage, motivate, and train a team of live chat agents to achieve performance goals and deliver excellence in customer support.
- Conduct regular performance reviews, providing constructive feedback and identifying areas for improvement.
- Foster a culture of teamwork, accountability, and continuous learning.
2. **Live Chat Operations:**
- Oversee live chat operations to ensure efficient and effective handling of customer inquiries and issues.
- Monitor chat metrics and analyze performance data to recommend and implement improvements.
- Develop and maintain chat scripts and guidelines to ensure consistent communication with customers.
3. **Customer Experience:**
- Ensure high-quality customer interactions by using best practices and providing exceptional service.
- Address and resolve escalated customer complaints and issues with a focus on maintaining customer satisfaction.
- Collaborate with other departments to create a seamless customer experience across different channels.
4. **Strategy and Development:**
- Identify trends and areas for improvement in live chat support and propose innovative solutions.
- Stay updated on industry best practices, tools, and technologies that can enhance live chat operations.
- Monitor competitive landscape and customer feedback to adapt and refine chat strategies.
5. **Reporting and Analysis:**
- Compile regular reports on chat performance metrics, including response times, customer satisfaction scores, and agent productivity.
- Analyze data to track trends, identify potential areas of concern, and make strategic recommendations.
6. **Training and Onboarding:**
- Develop and implement training programs for new and existing chat agents to ensure a high level of service delivery.
- Continuously evaluate and enhance training materials and onboarding processes to keep up with operational changes.
### **Requirements:**
- **Education:** Bachelor's degree in Business, Communications, Marketing, or a related field.
- **Experience:** Minimum of 8 years in customer service with at least 3 years in a management or supervisory role within a live chat environment.
- **Skills/Knowledge:**
- Proven ability to lead and motivate a team.
- Strong knowledge of live chat systems, customer service tools, and performance metrics.
- Demonstrated ability to create and implement effective training programs.
- **Personality Traits:**
- Driven and reliable with a strong work ethic.
- Adaptable to changes in a fast-paced environment.
- **Soft Skills:**
- Exceptional communication skills, both written and verbal.
- Strong decision-making and problem-solving abilities.
- Ability to express empathy and build relationships with customers and team members.
### **Benefits:**
- Dental insurance.
- Travel & spending expenses.
- Free food during work hours.
### **Working Environment:**
At QSR Brands, you will thrive in an environment that embraces and navigates change seamlessly. We encourage creativity, collaboration, and open communication as we strive to enhance our customer experience.
### **Application Deadline:**
Please submit your application by **October 21, 2024**.
### **Equal Opportunity Statement:**
QSR Brands 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.
