**Job Title:** Live Chat Manager - Work from Home
**Company:** Digi.Com Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7
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**Job Description:**
Digi.Com Berhad is seeking a dynamic and experienced Live Chat Manager to join our innovative team. This part-time, remote position offers an exceptional opportunity for a seasoned professional to lead our live chat support operations in a fast-paced environment. The ideal candidate will possess a thorough understanding of customer service best practices and the ability to leverage technology to enhance operational efficiency.
**Key Responsibilities:**
1. **Team Leadership:**
- Oversee the live chat support team, ensuring alignment with company values and goals.
- Recruit, train, and mentor live chat representatives, fostering a culture of high performance and accountability.
2. **Performance Management:**
- Monitor and evaluate team performance through key performance indicators (KPIs) such as response time, customer satisfaction scores, and overall efficiency.
- Conduct regular performance reviews, providing constructive feedback and implementing improvement plans as needed.
3. **Operational Excellence:**
- Develop and implement strategies to enhance the live chat experience, ensuring prompt and effective resolution of customer inquiries.
- Collaborate with cross-functional teams to streamline processes and optimize the customer journey.
4. **Technology Utilization:**
- Utilize advanced chat and customer management software to manage live interactions and track performance metrics.
- Stay abreast of emerging technologies in live chat and customer service, recommending and leading initiatives for tool enhancements.
5. **Customer Engagement:**
- Create and refine live chat scripts to ensure clear and engaging communication with customers.
- Address complex customer issues that require a higher level of specification or resolution, ensuring customer satisfaction and loyalty.
6. **Reporting and Analysis:**
- Prepare and present reports on live chat performance, highlighting trends, insights, and opportunities for improvement.
- Conduct regular analysis of customer interactions to identify common pain points and recommend solutions to improve service delivery.
7. **Policy Development:**
- Develop and maintain standard operating procedures (SOPs) for the live chat team, ensuring compliance with company policies and industry best practices.
- Ensure robust data protection measures are in place to safeguard customer information during live interactions.
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**Requirements:**
- **Experience:**
- Minimum 7 years of relevant experience in customer service or support, with at least 2 years in a managerial role.
- Proven track record of managing live chat operations or similar customer interaction channels.
- **Educational Background:**
- Bachelor's degree in Business Administration, Communication, or related fields preferred.
- **Technical Skills:**
- Proficient in live chat software and customer relationship management (CRM) systems.
- Strong analytical skills with the ability to interpret data and drive decision-making.
- **Personal Attributes:**
- Hardworking and driven, with a strong desire to achieve results.
- Exceptional communication skills, comfortable interacting with customers and team members across various communication platforms.
- Cooperative mindset, demonstrating the ability to work collaboratively within a team and the wider organization.
- **Soft Skills:**
- Excellent problem-solving abilities and conflict resolution skills.
- Strong organizational skills and attention to detail.
- Adaptability and resilience in a changing environment.
**Benefits:**
- Free accommodation provided for part-time staff.
- Joining bonus upon successful onboarding and training.
- Flexibility to work from home, ensuring a healthy work-life balance.
**Working Environment:**
Join a forward-thinking team where technology is harnessed to drive innovation and enhance operational efficiency. We value creativity, diversity, and inclusion in our workforce and strive to make Digi.Com Berhad a great place to work.
**Application Deadline:**
All applications must be submitted by ********** **.
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At Digi.Com Berhad, we believe in providing equal employment opportunities to all qualified candidates, regardless of race, gender, disability, or any other status. We celebrate diversity and are committed to creating an inclusive environment for all employees.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
