Job Description:
S P Setia Berhad is seeking a highly experienced Online Live Chat Manager to join our team in Johor Bahru, Johor, MY. As a part-time role with a senior level of seniority, the ideal candidate will have at least 8 years of experience in online customer service and chat management. The Online Live Chat Manager will be responsible for overseeing and managing all aspects of our online live chat operations, ensuring excellent customer service and engagement.
Responsibilities:1. Develop and implement strategies to improve the online chat customer experience.2. Manage a team of online chat agents, providing training and guidance as needed.3. Monitor chat conversations to ensure quality and compliance with company policies.4. Analyze chat data and metrics to identify trends and opportunities for improvement.5. Collaborate with other departments to improve overall customer experience.6. Stay up to date on industry trends and best practices in online chat management.7. Conduct regular performance evaluations and provide feedback to chat agents.8. Handle escalated customer issues and provide resolutions in a timely manner.9. Create reports and dashboards to track chat performance and customer satisfaction.10. Maintain a positive and professional attitude in all interactions with customers and team members.
Requirements:1. At least 8 years of experience in online customer service and chat management.2. Strong adaptability and confidence in fast-paced environments.3. Excellent strategic planning and presentation skills.4. Proven track record of success in managing online chat operations.5. Bachelor's degree in a related field is preferred.6. Knowledge of CRM software and online chat platforms.7. Ability to work independently and lead a team effectively.8. Excellent communication and interpersonal skills.
Benefits:1. Free food provided during work hours.2. Life insurance coverage.3. Company transportation for commuting employees.4. Opportunities for unlimited personal and professional growth.
Equal Opportunity Statement:S P Setia Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment.
Deadline to apply: May 11, 2024
If you meet the requirements and are looking to join a dynamic and growing team, we encourage you to apply for the position of Online Live Chat Manager at S P Setia Berhad.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
