**Job Title:** Online Live Chat Manager
**Company:** Tenaga Nasional Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8+
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**Job Description:**
Tenaga Nasional Berhad is seeking a highly skilled and motivated Online Live Chat Manager to join our team in George Town, Penang. This part-time role is ideal for a professional with extensive experience in customer engagement, specifically through live chat platforms. The ideal candidate will possess a deep understanding of customer needs, exceptional analytical skills, and the ability to foster meaningful relationships.
**Key Responsibilities:**
1. **Live Chat Management:**
- Strategically manage and optimize our live chat support, ensuring timely and effective responses to customer inquiries.
- Ensure that live chat representatives are equipped with the necessary tools, resources, and information to provide excellent customer service.
- Monitor live chat interactions and provide feedback to team members to enhance performance and efficiency.
2. **Performance Analysis:**
- Analyze customer interactions and data to identify trends, issues, and opportunities for improvement.
- Develop performance metrics and KPIs for live chat representatives and report on performance regularly to senior management.
- Utilize analytical tools to assess customer satisfaction levels and implement strategies for improving service delivery.
3. **Team Leadership and Development:**
- Oversee the recruitment and training of live chat representatives to maintain a high standard of service.
- Cultivate a positive and motivated team environment that encourages professional development and collaboration.
- Organize regular training sessions to update the team on products, services, and communication techniques.
4. **Strategic Planning:**
- Collaborate with marketing, sales, and customer service departments to align live chat services with broader company goals.
- Develop and implement strategies to drive customer engagement through live chat and achieve established business objectives.
- Stay abreast of industry trends and best practices to ensure the live chat service remains competitive and effective.
5. **Customer Relationship Management:**
- Build strong relationships with customers through personalized interactions and actively seek feedback to enhance service quality.
- Develop persuasive communication strategies to effectively address customer concerns and drive conversions.
6. **Collaboration and Reporting:**
- Work closely with IT and technical teams to ensure seamless integration of live chat tools with existing platforms.
- Prepare and present reports detailing live chat performance, customer feedback, and improvement initiatives to senior management.
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**Requirements:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 8 years of experience in customer service, with at least 3 years in a managerial role focused on live chat support.
- Proven track record in performance analysis, with strong analytical skills and the ability to interpret data for decision-making.
- Excellent persuasive communication skills, capable of influencing and negotiating with various stakeholders.
- Reliable and driven personality, with a focus on achieving goals and improving customer satisfaction.
- Proficient in using live chat software and data analytics tools; experience with customer relationship management (CRM) systems is a plus.
- Ability to work flexible hours as needed to accommodate business requirements.
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**Benefits:**
- **Profit Sharing:** Participate in the company's profit-sharing program.
- **Visa Sponsorship:** Available for eligible candidates.
- **Joining Bonus:** Competitive joining bonus offered upon successful hire.
**Working Environment:**
At Tenaga Nasional Berhad, we prioritize building strong relationships with colleagues, clients, and partners. We believe that a collaborative and inclusive work environment is key to success, and we strive to create a workspace that fosters growth and mutual support.
**Application Deadline: ******** **
Tenaga Nasional Berhad 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, gender, disability, or any other status protected by law. We encourage individuals from all walks of life to apply and join our dynamic team.How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.