**Job Title:** Online Support Manager
**Company:** British American Tobacco Malaysia
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience Required:** 7
**Job Description:**
British American Tobacco Malaysia is seeking a dedicated and skilled Online Support Manager to join our dynamic team in George Town, Penang. As an integral part of our operations, you will oversee the online customer support functions, ensuring excellence in service delivery while driving strategies to enhance customer engagement and satisfaction. This role demands a strategic thinker who is also energetic and reliable, capable of managing a team and fostering a positive work environment.
**Key Responsibilities:**
1. **Leadership & Management:**
- Lead and manage the online support team, providing guidance, coaching, and performance management to ensure all team members meet established KPIs and standards.
- Foster a collaborative and positive team environment, encouraging open communication, feedback, and continuous improvement.
- Develop training programs that enhance team skills and customer support capabilities.
2. **Strategic Development:**
- Design and implement strategies to enhance the online customer experience, focusing on user engagement, satisfaction, and retention.
- Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for growth.
- Develop and maintain service level agreements (SLAs) for online support operations.
3. **Customer Engagement:**
- Serve as the escalation point for complex customer issues, utilizing problem-solving skills and persuasive communication to resolve inquiries effectively.
- Collaborate with other departments (e.g., Marketing, Sales) to integrate customer feedback into business strategies and product offerings.
- Ensure timely and effective communication with customers regarding their inquiries, ensuring a high level of satisfaction.
4. **Operational Oversight:**
- Monitor and evaluate the team's performance against KPIs, implementing corrective actions as necessary to improve service delivery.
- Maintain accurate records and documentation of customer interactions, service issues, and resolutions.
- Identify and implement innovative tools and platforms that can optimize online support operations.
5. **Reporting & Analysis:**
- Prepare regular reports on team performance, customer interactions, and trends in online support to share with senior management.
- Utilize analytics to drive decisions and quantify the impact of support strategies on overall business performance.
6. **Wellness & Team Development:**
- Support and promote health and wellness initiatives within the team, ensuring a balanced and productive working environment.
- Encourage transparency and reliability in team interactions, fostering trust and camaraderie.
**Requirements:**
- **Experience:** Minimum 7 years of experience in customer support or a related field, with proven experience in a managerial or leadership role.
- **Education:** Bachelor's degree in Business Administration, Communication, or a related discipline.
- **Skills & Traits:**
- Strong people management skills, with the ability to motivate and inspire a diverse team.
- Excellent persuasive communication skills, capable of resolving conflicts and driving customer satisfaction.
- Energetic and reliable, fostering a supportive atmosphere for team and customer interactions.
- Proficient in using online support platforms and customer relationship management (CRM) software.
- Strong analytical skills with experience analyzing customer feedback and metrics to drive strategy.
**Benefits:**
- Remote work flexibility to help balance personal and professional responsibilities.
- Life insurance coverage for peace of mind.
- Profit-sharing opportunities that reward your contributions to the company's success.
- Participation in health and wellness initiatives, prioritizing employee well-being.
**Working Environment:**
At British American Tobacco Malaysia, we prioritize employee well-being through various health and wellness initiatives. We believe in creating an inclusive and supportive work culture, ensuring that all employees are equipped to thrive both personally and professionally.
**Application Deadline:**
Please submit your application by ******** .
**Equal Opportunity Statement:**
British American Tobacco Malaysia 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.