**Job Title: Online Live Chat Manager**
**Company:** Perodua
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
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**Job Description:**
Perodua is seeking an experienced and dynamic Online Live Chat Manager to join our team in Johor Bahru. As the Online Live Chat Manager, you will be responsible for overseeing our online customer support via live chat, ensuring that customer inquiries are addressed promptly and effectively, all while providing an exceptional online experience. The ideal candidate possesses a strong background in customer service management, is highly independent, and can leverage resourcefulness to solve customer issues proactively.
This part-time role is perfect for individuals who thrive in a fast-paced, online environment and seek to make a significant impact in enhancing our customer interaction and satisfaction metrics.
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**Key Responsibilities:**
1. **Management of Live Chat Operations:**
- Supervise daily live chat operations, ensuring that all interactions are handled in a timely and professional manner.
- Develop and monitor key performance indicators (KPIs) to measure effectiveness and customer satisfaction.
- Utilize chat management software to track customer interactions and gather insights for continual improvement.
2. **Team Leadership and Development:**
- Lead, mentor, and train a small team of customer support representatives, fostering a culture of excellence and accountability.
- Conduct regular team meetings and provide feedback and coaching to enhance team performance.
3. **Customer Interaction and Support:**
- Engage with customers via live chat, addressing inquiries related to products, services, and company policies.
- Proactively identify and resolve customer issues, utilizing strong problem-solving skills and resourcefulness.
- Collect and analyze customer feedback to identify trends and recommend enhancements.
4. **Quality Assurance:**
- Monitor live chat interactions for quality assurance, ensuring compliance with company standards and policies.
- Develop FAQs and response templates to improve efficiency in handling common inquiries.
5. **Collaboration and Reporting:**
- Collaborate with cross-functional teams such as marketing, sales, and product management to align on communication strategies.
- Prepare and present regular reports on chat performance, customer satisfaction metrics, and areas of improvement to management.
6. **Research and Development:**
- Conduct ongoing research on industry trends and best practices in online customer support.
- Implement innovative solutions and tools to improve customer interactions and operational efficiency.
7. **Time Management:**
- Manage multiple responsibilities effectively and efficiently, ensuring all tasks are prioritized appropriately.
- Utilize time management skills to meet deadlines and targets while maintaining a high level of customer service.
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**Requirements:**
- **Education:** Bachelor's degree in Business Management, Communication, or a related field preferred.
- **Experience:** A minimum of 7 years of customer service experience, with at least 3 years in a managerial or supervisory role overseeing online live chat operations.
- **Technical Skills:** Proficiency in live chat software and CRM systems; familiarity with analytics tools preferred.
- **Personality Traits:**
- Independent and self-driven, with the ability to work autonomously and manage projects effectively.
- Resourceful mindset, capable of employing creative solutions to resolve challenges.
- **Soft Skills:**
- Advanced research skills to stay ahead of customer needs and industry dynamics.
- Exceptional time management skills to juggle multiple priorities and meet deadlines.
- Excellent written and verbal communication skills.
- Strong analytical skills with a focus on data-driven decision-making.
**Benefits:**
- Paid Time Off (PTO)
- Dental insurance
- Free food
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**Working Environment:**
At Perodua, we pride ourselves on our commitment to fostering an environment that encourages personal and professional growth. We believe that investing in our employees contributes to our overall success and creates a rewarding workspace that thrives on innovation and collaboration.
**Deadline to Apply:**
Please submit your application by ******** .
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**Equal Opportunity Statement:**
Perodua 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, sex, national origin, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
