**Job Title:** Remote Live Chat Manager
**Company:** Astro Malaysia Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** Minimum 6 years
**Job Description:**
Astro Malaysia Holdings Berhad is seeking a dedicated and adaptable Remote Live Chat Manager to join our dynamic team. The successful candidate will manage and optimize our live chat operations, contributing to our mission of providing outstanding customer service and engagement.
**Key Responsibilities:**
1. **Live Chat Management:**
- Oversee the day-to-day operations of our live chat services to ensure seamless communication with customers.
- Develop and implement live chat protocols that enhance customer satisfaction and reduce response time.
- Monitor live chat performance metrics and provide actionable insights to improve team efficiency and customer experience.
2. **Team Leadership:**
- Lead, mentor, and train a team of live chat agents, ensuring they provide high-quality service aligned with company standards.
- Foster a positive work environment by promoting collaboration, inclusivity, and continuous improvement within the team.
- Manage staffing schedules, ensuring optimal coverage during peak hours and availability for customer inquiries.
3. **Customer Engagement:**
- Develop strategies to engage customers through proactive chat interactions and personalized responses based on their needs and preferences.
- Utilize persuasive techniques to address customer concerns and close sales effectively when necessary.
- Gather customer feedback and insights through live chat interactions to inform product development and service enhancements.
4. **Collaboration with Other Departments:**
- Work closely with the marketing, sales, and product teams to align chat strategies with overall business goals.
- Serve as a point of contact for resolving complex issues that require cross-departmental collaboration.
- Assist in the development of promotional campaigns and initiatives that leverage live chat interactions.
5. **Reporting and Analytics:**
- Create and present reports on live chat activity, customer interactions, and agent performance to upper management.
- Utilize analytics tools to track trends, customer satisfaction scores, and team productivity metrics.
- Propose data-driven recommendations for improving chat practices and overall user experience.
6. **Continuous Improvement:**
- Stay updated on industry best practices, emerging technologies, and trends in customer service and live chat management.
- Regularly audit live chat interactions for quality assurance and provide constructive feedback to team members.
- Participate in professional development opportunities to enhance skills and knowledge relevant to the role.
**Requirements:**
- Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 6 years of experience in customer service, with a focus on live chat support or management.
- Proven leadership abilities with experience in team management and training.
- Exceptional communication and interpersonal skills, with an emphasis on persuasion and conflict resolution.
- Strong analytical skills and proficiency in using live chat software and customer relationship management (CRM) tools.
- Ability to work autonomously in a remote setting while being adaptable to changing circumstances and needs.
- Willingness to embrace diversity and inclusivity, fostering a culture where all team members feel valued and heard.
**Personality Traits:**
- Dedicated and committed to delivering results through effective team management.
- Adaptable and flexible in responding to changing priorities and customer needs.
**Benefits:**
- Opportunities for ongoing training and professional development.
- Provision of company equipment necessary for the role.
- Life insurance coverage.
**Working Environment:**
At Astro Malaysia Holdings Berhad, we pave the way for diversity and inclusivity, creating a culture where everyone feels a sense of belonging and value. We encourage applicants from all backgrounds and walks of life to apply.
**Application Deadline:** October 19, 2024
**Equal Opportunity Statement:**
Astro Malaysia Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.