**Job Title:** Online Live Chat Manager
**Company:** Petron Malaysia
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
---
**Job Description:**
Petron Malaysia is seeking a dynamic and experienced Online Live Chat Manager to join our team in George Town, Penang. As a pivotal member of our customer service department, you will be responsible for overseeing the online chat operations and ensuring that our clients receive exceptional service through our digital channels. This part-time position is ideal for innovative individuals who thrive in a fast-paced environment and are committed to going above and beyond for our customers.
**Key Responsibilities:**
- **Team Leadership:** Manage and mentor a team of live chat agents, providing guidance, support, and training to ensure high performance and customer satisfaction. Foster a positive work atmosphere that encourages teamwork and collaboration.
- **Strategy Development:** Design and implement effective chat strategies that align with our business goals. Analyze chat interactions to identify trends and opportunities for improvement, leading to enhanced customer engagement and satisfaction rates.
- **Performance Monitoring:** Track key performance indicators (KPIs) related to live chat operations, including response times, customer satisfaction scores, and resolution rates. Generate actionable reports and insights for management review.
- **Customer Experience Enhancement:** Develop and continuously improve chat scripts, FAQs, and knowledge base articles to ensure chats are informative, relevant, and lead to effective resolutions. Utilize feedback from customers to fine-tune live chat strategies.
- **Technology Utilization:** Oversee the integration and utilization of live chat software and technologies. Stay updated on emerging tools and best practices in online customer service to maintain competitive advantage.
- **Collaboration with Other Departments:** Work closely with marketing, sales, and product development teams to share customer insights and feedback, driving process improvements across the organization.
- **Training and Development:** Create and maintain a comprehensive training program for live chat agents, ensuring they are well-equipped to handle inquiries and provide excellent customer service.
- **Crisis Management:** Effectively manage customer complaints and escalate issues as necessary, ensuring swift resolutions that uphold the brand's integrity and reputation.
- **Innovation:** Continuously look for ways to innovate and improve the live chat experience. Experiment with new technologies, tools, and processes to enhance overall service delivery.
**Requirements:**
- **Experience:** Minimum 7 years of experience in customer service, with at least 3 years in a managerial role focused on live chat or digital communication channels.
- **Education:** Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- **Personality Traits:**
- Energetic: Possess a high level of enthusiasm and drive in both personal and professional interactions.
- Independent: Ability to work autonomously, take initiative, and manage multiple tasks effectively.
- **Soft Skills:**
- Innovation: Demonstrate a forward-thinking attitude, embracing change and fostering creativity within the team.
- People Management: Strong skills in leading and developing a diverse team, intercultural sensitivity, and conflict resolution.
- **Technical Skills:** Proficiency in live chat software and customer relationship management (CRM) systems. Familiarity with data analysis tools to interpret performance metrics is preferred.
- **Communication Skills:** Exceptional written and verbal communication skills in English. Proficiency in Malay or other languages is a plus.
- **Adaptability:** Ability to quickly learn and adapt to new technologies, processes, and customer needs in a rapidly evolving landscape.
**Benefits:**
- Paid sick leave
- Retirement plan
- Disability insurance
**Working Environment:**
At Petron Malaysia, we foster a culture of continuous learning and adaptation. Our team is passionate about challenging the status quo and striving to stay ahead in a rapidly changing world. Join us to help shape the future of customer service in the digital age.
**Application Deadline:** October 7, 2024
**Equal Opportunity Statement:**
Petron Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals regardless of race, gender, age, disability, sexual orientation, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
