**Job Title: Remote Live Chat Manager**
**Company:** Genting Group
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Experience Required:** 8+ years
### Job Description
Genting Group invites applications for the position of Remote Live Chat Manager. This is a part-time role that offers the flexibility of remote work, enabling you to leverage your experience in managing live chat support teams while contributing to enhancing the overall customer experience. As our Live Chat Manager, you will play a vital role in ensuring our customers receive timely and effective assistance, helping us maintain our reputation for outstanding service.
### Key Responsibilities
- **Team Leadership:** Oversee the live chat support team, providing guidance, training, and mentorship to ensure high performance and resolution of customer concerns.
- **Strategic Planning:** Develop and implement strategies to optimize live chat processes, aiming for efficiency and improved customer satisfaction rates. Analyze customer feedback and performance metrics to identify areas for improvement.
- **Performance Monitoring:** Regularly monitor and assess live chat interactions, ensuring adherence to company standards and policies. Provide constructive feedback to team members, helping them grow in their roles.
- **Customer Engagement:** Engage with customers directly via chat, addressing inquiries, resolving complaints, and ensuring a seamless customer experience. Stay informed about product updates and services to provide accurate information.
- **Data Analysis:** Utilize analytics tools to track live chat performance, analyze customer behavior, and compile reports on key metrics, presenting findings and recommendations to upper management.
- **Collaboration:** Work closely with other departments, such as marketing and sales, to align live chat initiatives with broader company goals. Facilitate communication between teams to enhance collaborative efforts.
- **Problem Resolution:** Leverage negotiation and cooperation skills to troubleshoot and resolve complex customer issues efficiently and effectively.
- **Project Management:** Lead and manage special projects aimed at improving live chat functionality or enhancing the customer journey. Ensure timely completion and alignment with business objectives.
- **Training and Development:** Identify ongoing training needs for the live chat team and develop training materials and sessions to enhance skill sets and product knowledge.
### Qualifications
**Education:**
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
**Experience:**
- A minimum of 8 years of experience in customer service, with at least 3 years in a supervisory or management role overseeing live chat support.
**Technical Skills:**
- Proficiency in live chat software and customer relationship management (CRM) tools.
- Strong analytical skills with experience in data reporting and performance metrics.
### Required Personality Traits
- **Hardworking:** Demonstrated commitment to achieving individual and team goals; willing to go the extra mile to deliver exceptional service.
- **Resilient:** Ability to thrive in a fast-paced environment, managing stress and maintaining professionalism amid challenges.
### Required Soft Skills
- **Negotiation:** Excellent negotiation skills to effectively resolve customer issues and reach satisfactory solutions for all parties involved.
- **Cooperation:** Strong teamwork orientation with a collaborative attitude towards achieving common goals.
### Benefits
- Free food and complimentary accommodation during shifts.
- A joining bonus for successful candidates.
- Opportunities for professional growth within a well-respected global company.
### Working Environment
At Genting Group, we strive for a harmonious workplace where collaboration and respect prevail. We believe that teamwork, mutual respect, and effective communication are the cornerstones of our success, and we actively seek to uphold these values in our culture.
### Application Deadline
Please submit your application by **October 14, 2024**. We look forward to welcoming talented individuals who share our commitment to customer service excellence.
**Equal Opportunity Statement**
Genting Group 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, 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.
