**Job Title:** Online Web Chat Manager
**Company:** Maxis Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 5
### Job Description:
Maxis Berhad is seeking an enthusiastic and dynamic Online Web Chat Manager to lead our web chat operations, ensuring exceptional customer engagement and satisfaction through effective communication strategies. As part of our team, you will play a vital role in enhancing customer experience and driving business growth while leveraging your expertise in online communication and customer service management. If you are a proactive, energetic individual with a passion for customer interaction and problem-solving, we want to hear from you!
### Key Responsibilities:
1. **Customer Interaction Management:**
- Oversee the day-to-day operations of our online web chat support team, ensuring high-quality customer interactions.
- Develop and implement effective communication guidelines and standards for the web chat team to enhance customer satisfaction.
- Monitor chat conversations regularly, providing feedback and coaching to team members to improve performance.
2. **Performance Analysis:**
- Analyze chat support metrics and KPIs to identify trends, areas for improvement, and opportunities for enhancing service delivery.
- Prepare and present weekly and monthly performance reports to management, highlighting successes and areas requiring attention.
3. **Team Leadership:**
- Lead, mentor, and train a team of chat support representatives, fostering a professional and positive work environment.
- Conduct regular team meetings to motivate staff, address concerns, and discuss strategies for enhancing customer engagement.
4. **Strategic Development:**
- Collaborate with the marketing and customer experience teams to develop strategies that leverage web chat capabilities for increased sales and lead generation.
- Identify opportunities for process improvement and automation within the web chat support function to streamline operations.
5. **Customer Relationship Management:**
- Handle complex customer inquiries and complaints that require negotiation and resolution, ensuring a positive outcome and customer retention.
- Cultivate a spirit of inquiry and exploration, encouraging team members to take calculated risks in their approaches to customer engagement.
6. **Technology Utilization:**
- Stay updated with the latest web chat technologies and industry trends, recommending new tools and systems to enhance operational efficiency.
- Ensure the web chat platform is optimized for a smooth customer experience, coordinating with IT for technological support and upgrades.
### Requirements:
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Experience:** Minimum of 5 years of experience in customer service management or a related field, with at least 2 years in an online chat environment.
- **Personal Traits:**
- Energetic and driven, with a passion for delivering exceptional customer service.
- Independent and self-motivated, with the ability to work effectively both independently and as part of a team.
- **Soft Skills:**
- Strong analytical skills: Capable of assessing data to draw meaningful insights and inform decision-making.
- Excellent negotiation skills: Resourceful and effective in resolving customer disputes and handling challenging situations.
### Benefits:
- Paid overtime to reward your hard work and dedication.
- Flexibility to work remotely, providing a better work-life balance.
- Vision insurance to support your overall well-being.
### Working Environment:
At Maxis Berhad, we encourage a spirit of exploration and taking calculated risks for growth. Our culture is built around continuous learning and development, where every team member's contributions are valued and recognized.
### Application Deadline:
Interested candidates are encouraged to apply by **October 17, 2024**.
### Equal Opportunity Statement:
Maxis 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We look forward to reviewing your application and exploring the possibility of you joining our vibrant team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.