Remote Web Chat Manager

Job Description:

Celcom Axiata Berhad is seeking a Remote Web Chat Manager to join our team in Johor Bahru, Johor, MY. This full-time position is at a mid-to-senior level and requires a minimum of 6 years of experience in a similar role. The ideal candidate will be adaptable and passionate about delivering exceptional customer service through web chat interactions.

Responsibilities:
1. Manage a team of remote web chat agents to ensure high-quality customer service and support.
2. Develop and implement strategies to optimize web chat performance and efficiency.
3. Monitor chat interactions to provide feedback and coaching to agents.
4. Analyze chat data and metrics to identify trends and opportunities for improvement.
5. Collaborate with other departments to ensure a seamless customer experience across all channels.
6. Stay up-to-date on industry trends and best practices in web chat management.
7. Handle escalated customer issues and provide resolutions in a timely manner.

Requirements:
1. Bachelor's degree in a related field.
2. Proven experience in managing web chat operations.
3. Strong research and communication skills.
4. Ability to work independently and as part of a team.
5. Excellent organizational and time management skills.
6. Proficiency in Microsoft Office and web chat software.
7. Adaptable and passionate about delivering exceptional customer service.

Benefits:
1. Visa sponsorship for qualified candidates.
2. Vision insurance coverage.
3. Company transportation for commuting employees.

Working Environment:
At Celcom Axiata Berhad, we leverage data to inform decisions and drive strategic initiatives. Our team is dedicated to providing the best possible customer experience through web chat interactions.

Deadline to Apply:
Interested candidates should apply by September 11, 2024.

Equal Opportunity Statement:
Celcom Axiata Berhad is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. 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.