**Job Title: Online Support Manager**
**Company: Telekom Malaysia Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7+**
**Application Deadline: ******** **
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### Job Description
Telekom Malaysia Berhad is on the lookout for a driven and experienced **Online Support Manager** to join our dynamic team. In this mid-to-senior level position, you will lead our online customer support initiatives and ensure that our digital service channels operate effectively.
This role is ideal for someone who thrives in an evolving environment and is passionate about elevating the customer experience through digital platforms. As a part-time position based in George Town, Penang, you will play a pivotal role in enhancing our online presence and support systems.
**Key Responsibilities:**
1. **Team Leadership and Management:**
- Oversee the online support team, fostering a culture of excellence, accountability, and continuous improvement.
- Conduct regular training sessions and workshops to enhance team skills and knowledge about products, services, and best practices.
- Develop and implement a comprehensive onboarding program for new team members.
2. **Customer Support Strategy:**
- Design and execute strategies to enhance customer satisfaction across all online support channels (chat, email, social media).
- Analyze customer feedback and service metrics to identify trends and implement necessary changes.
- Collaborate with cross-functional teams to initiate and implement process improvements based on customer needs and feedback.
3. **Technical Proficiency:**
- Utilize customer support software and tools to manage inquiries and provide timely troubleshooting assistance.
- Stay up-to-date with emerging technologies and trends in customer support to enhance service delivery.
4. **Problem Resolution:**
- Directly address and resolve complex customer inquiries and complaints, escalating issues when necessary.
- Develop and maintain a comprehensive database of common issues, FAQs, and resolutions for quick reference.
5. **Reporting and Analysis:**
- Prepare and present regular reports on key performance indicators (KPIs) and customer support metrics to management.
- Conduct data analysis to gauge the efficiency of online support operations and make data-driven recommendations for improvement.
6. **Customer Engagement:**
- Engage with customers on various online platforms to ensure their needs and concerns are addressed in a timely manner.
- Create content (e.g., FAQs, guides, tutorials) to empower customers to self-solve common issues.
7. **Collaboration:**
- Work closely with marketing, product development, and technical teams to ensure alignment of joint objectives and customer feedback.
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### Requirements
**Qualifications:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 7 years of experience in customer service or support roles, particularly in online environments.
**Skills and Competencies:**
- **Technical Skills:** Experience with customer support software (e.g., Zendesk, Freshdesk) and proficiency in data analytics tools.
- **Analytical Skills:** Strong analytical skills to interpret customer data and derive actionable insights.
- **Problem-Solving:** Proven ability to creatively solve problems and manage crises effectively.
**Personality Traits:**
- Confident and proactive, capable of making decisions independently.
- Resilient and adaptable to an ever-changing work environment.
**Soft Skills:**
- Strong communication and interpersonal abilities to effectively connect with customers and team members.
- Excellent organizational skills with the ability to prioritize and manage multiple tasks efficiently.
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### Benefits
- **Company Transportation:** Accessible company transport options.
- **Medical Coverage:** Comprehensive healthcare plans for peace of mind.
- **Remote Work Flexibility:** Enjoy the option to work remotely, allowing you to balance work and personal commitments effectively.
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### Working Environment
At Telekom Malaysia Berhad, we cultivate a dynamic workplace that embraces change. We are committed to continuous improvement and encourage our team to innovate and adapt in a rapidly evolving digital landscape.
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### Equal Opportunity Statement
Telekom Malaysia 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, color, religion, gender, sexual orientation, national origin, disability, or any other characteristic protected by applicable law.
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If you meet the qualifications and are eager to make a significant impact in our online support sphere, we invite you to apply for the Online Support Manager position. Join us at Telekom Malaysia Berhad, where we strive to offer exceptional service to our customers while fostering a thriving workplace for our employees!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
