**Job Title:** Online Customer Support Manager
**Company:** Top Glove Corporation Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5
**Job Description:**
Top Glove Corporation Berhad, the world's largest manufacturer of gloves, is seeking a knowledgeable and driven **Online Customer Support Manager** to join our dynamic team in George Town, Penang. In this part-time role, you will play an essential part in ensuring our customers receive unparalleled support and satisfaction through various online communication channels. You will be an integral member of a forward-thinking team that embraces creativity and values innovative solutions in customer service.
**Key Responsibilities:**
1. **Customer Support Management:**
- Lead and manage the online customer support team to deliver timely and effective customer service across various platforms (e.g., chat, email, social media).
- Develop and implement effective customer support processes to enhance quality and efficiency.
- Monitor and analyze customer interactions and feedback to improve overall support experience and client satisfaction.
2. **Issue Resolution:**
- Handle complex and escalated customer inquiries, providing resolutions and maintaining customer satisfaction.
- Work collaboratively with other departments (e.g., Sales, Marketing, Product) to resolve customer complaints and fulfill customer expectations.
3. **Performance Metrics:**
- Establish, track, and report on performance metrics to assess team effectiveness, including response times, customer satisfaction ratings, and ticket resolution times.
- Utilize data analytics to identify trends and areas for improvement in service delivery.
4. **Training & Development:**
- Mentor and train new customer support staff and provide continuous training opportunities to enhance team skills and performance.
- Develop training materials and resources to ensure a high level of customer service is consistently maintained.
5. **Strategy Development:**
- Collaborate with management to develop customer support strategies that align with company goals and enhance customer loyalty.
- Contribute to ongoing improvements in customer service processes, technology utilization, and customer engagement strategies.
6. **Communication:**
- Deliver persuasive presentations to management and stakeholders regarding customer insights and service initiatives.
- Maintain clear and effective communication with customers and team members, ensuring all correspondence reflects the company's values and mission.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Experience:** Minimum of 5 years of experience in customer support or a related field, especially in an online or remote capacity.
- **Technical Skills:** Proficiency in customer support software (e.g., Zendesk, Salesforce Service Cloud) and collaborative tools (e.g., Slack, Microsoft Teams).
- **Key Personality Traits:**
- Resourceful: Ability to creatively solve problems and navigate various support situations to provide quick resolutions.
- Driven: Demonstrated passion for customer service excellence and commitment to achieving targets and goals.
- **Soft Skills:**
- Persuasion: Strong skills in influencing customer decisions positively and effectively handling objections.
- Presentation: Excellent verbal and written communication skills, with the ability to tailor presentations to diverse audiences.
**Benefits:**
- Profit sharing based on performance and company success.
- Opportunities for training and professional development to enhance skills and career advancement.
- Comprehensive life insurance plan.
**Working Environment:**
At Top Glove, we foster an environment that embraces creativity and encourages innovative ideas. Our culture values signature contributions from each employee, giving you the space to express your insights and ideas, and work collaboratively towards inventive solutions.
**Application Deadline:** All applications must be submitted by **October 21, 2024**.
**Equal Opportunity Statement:**
Top Glove Corporation 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.
Join us in making a difference within our dynamic team and contributing to the success of Top Glove Corporation Berhad. Apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
