**Job Title: Remote Chat Support Manager**
**Company: Sunway Group**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 8**
**Application Deadline: ******** **
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**Job Description:**
Sunway Group, a leader in innovative solutions and a strong advocate for diversity and inclusivity, is seeking a Remote Chat Support Manager to oversee our chat support operations. The ideal candidate will be responsible for managing a team of chat support representatives, ensuring high-quality customer interactions, and enhancing the overall customer experience. This part-time position is perfect for a driven and resourceful professional with excellent planning and creative skills, who is looking to contribute at a mid-to-senior level.
**Key Responsibilities:**
1. **Team Leadership:**
- Recruit, train, and mentor chat support staff to deliver exceptional service.
- Develop and implement performance metrics to assess individual and team productivity.
- Conduct regular performance evaluations and provide constructive feedback.
2. **Operational Management:**
- Oversee daily chat operations, ensuring timely and efficient response to customer inquiries.
- Manage scheduling and workload distribution for the chat support team to maximize efficiency.
- Identify areas for process improvement and lead initiatives to enhance support operations.
3. **Customer Experience Improvement:**
- Analyze chat transcripts and feedback to identify trends, challenges, and opportunities for improvement.
- Collaborate with other departments to address recurring issues and enhance service delivery.
- Create and maintain a knowledge base of common inquiries and resolutions to empower chat representatives.
4. **Reporting and Analysis:**
- Prepare regular reports on chat support metrics, customer satisfaction, and team performance.
- Utilize data analysis to drive strategic decisions and identify areas for growth.
- Present findings and recommendations to senior management during strategy meetings.
5. **Culture and Inclusivity:**
- Foster a supportive and inclusive team environment that welcomes diverse perspectives and backgrounds.
- Implement practices that celebrate team achievements and promote a culture of belonging.
- Advocate for employee well-being, ensuring that the team feels valued and empowered.
6. **Strategic Planning:**
- Collaborate with cross-functional teams to develop a comprehensive chat support strategy that aligns with overall company goals.
- Stay updated on industry trends, emerging technologies, and best practices to keep the chat support operations competitive.
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**Requirements:**
- **Experience:**
- Minimum of 8 years of experience in customer service, with at least 3 years in a supervisory or management role in chat support.
- **Education:**
- Bachelor's degree in Business Administration, Communication, or a related field.
- **Technical Skills:**
- Proficient in customer support software and tools (e.g., Zendesk, Intercom, LiveChat).
- Familiarity with data analysis and reporting tools (e.g., Excel, Google Analytics).
- **Personality Traits:**
- Driven: A self-motivated individual with a strong desire to achieve goals and exceed expectations.
- Resourceful: Ability to think creatively and find innovative solutions to challenges.
- **Soft Skills:**
- Planning: Strong organizational and planning skills with the ability to manage multiple tasks efficiently.
- Creativity: Innovative mindset with the ability to propose new ideas and improvements.
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**Benefits:**
- Competitive retirement plan.
- Coverage for travel and spending expenses.
- Paid overtime opportunities.
- Flexible working environment that prioritizes diversity and inclusivity, fostering a culture of belonging.
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**Equal Opportunity Statement:**
Sunway Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
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If you meet the above qualifications and are ready to take on a challenging yet rewarding role, we invite you to apply by the deadline of October 15, 2024. Join Sunway Group and contribute to a vibrant team dedicated to enhancing customer experience and inclusion.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
