**Job Title:** Online Chat Support Manager
**Company:** MYEG Services Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
MYEG Services Berhad is seeking an experienced **Online Chat Support Manager** to lead our dynamic chat support team. This part-time position is ideal for individuals with a strong background in customer service management and a proven track record of enhancing customer satisfaction through effective online communication solutions. In this role, you will be responsible for strategizing, implementing, and overseeing our online chat support strategy, ensuring a seamless and engaging customer experience.
**Key Responsibilities:**
1. **Team Leadership & Management:**
- Recruit, train, and mentor a team of chat support agents.
- Monitor and evaluate team performance, providing regular feedback and coaching to enhance service quality.
- Foster a positive and collaborative team environment that encourages innovation and motivation.
2. **Chat Support Strategy Development:**
- Develop and implement effective chat support strategies to improve response times and customer satisfaction rates.
- Analyze customer interactions to identify trends, common issues, and areas for improvement.
- Collaborate with other departments to ensure a positive customer experience across all touchpoints.
3. **Data-Driven Decision Making:**
- Leverage analytics tools to gather insights and metrics on customer interactions, team performance, and overall chat support effectiveness.
- Prepare detailed reports and presentations on key performance indicators to share with senior management.
- Utilize data to inform decisions, driving strategic initiatives to enhance customer service delivery.
4. **Customer Interaction & Engagement:**
- Manage complex customer inquiries and escalations via chat, ensuring timely and effective resolutions.
- Implement best practices in communication, persuasion, and conflict resolution to improve customer interactions.
- Regularly review and refine chat support scripts and protocols to enhance customer engagement.
5. **Continuous Improvement Initiatives:**
- Identify and recommend enhancements in chat support technology, tools, and processes.
- Stay updated with industry trends and emerging technologies to keep the chat support operation competitive.
- Advocate for the voice of the customer within the organization, ensuring customer feedback is considered in decision-making.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- **Experience:** Minimum of 8 years of experience in customer support, including 3+ years in a management role, specifically within online chat support environments.
- **Skills:**
- Proven ability to lead a diverse team and manage multiple projects simultaneously.
- Strong analytical skills with a knack for data interpretation to drive strategic initiatives.
- Excellent communication skills with the ability to persuade and negotiate effectively.
- Resourceful and innovative mindset, capable of identifying and implementing solutions to complex issues.
- **Personality Traits:**
- **Reliable:** Punctual and dependable, consistently meeting commitments and deadlines.
- **Resourceful:** Adept at finding solutions and overcoming challenges efficiently.
- **Soft Skills:**
- **Persuasion:** Skilled in influencing others and driving changes to customer service practices.
- **Planning:** Exceptional organizational skills with a strategic mindset for planning and executing initiatives.
**Benefits:**
- Life insurance
- Retirement plan
- Free food
**Working Environment:**
At MYEG Services Berhad, we leverage data to inform decisions and drive strategic initiatives, ensuring a data-centric approach to customer service.
**Application Deadline:** September 24, 2024
MYEG Services Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
