**Job Title:** Remote Web Chat Manager
**Company:** AirAsia Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 5
**Job Description:**
AirAsia Group Berhad is seeking a passionate and confident Remote Web Chat Manager to join our team. This is an exciting opportunity for an individual experienced in managing online customer interactions and fostering a sense of community and connection with our valued customers. As a key player in our customer service department, you will lead the web chat team to create engaging, effective, and efficient communication that embodies our brand values.
**Key Responsibilities:**
1. **Team Leadership and Management:**
- Oversee and manage daily operations of the remote web chat team, ensuring all queries are answered in a timely and professional manner.
- Provide ongoing training, coaching, and performance evaluations to team members to enhance their skills and improve overall service quality.
- Foster an inclusive and motivating team culture that promotes a sense of ownership and accountability among team members.
2. **Customer Engagement:**
- Develop and implement strategies to enhance customer experience through effective web chat communication.
- Monitor and evaluate customer interactions to ensure compliance with company policies and best practices.
- Identify trends and pain points from customer feedback, and work collaboratively to address these issues.
3. **Analytics and Reporting:**
- Compile and analyze interaction data to assess team performance, customer satisfaction, and operational efficiency.
- Generate comprehensive reports on key performance indicators, providing insights and recommendations for continuous improvement.
4. **Collaboration and Cross-Functional Support:**
- Work closely with other departments, including marketing, product management, and IT, to address customer concerns and promote new offerings.
- Participate in brainstorming sessions to improve web chat functionality and user experience on our platforms.
5. **Technology and Tools Management:**
- Ensure effective utilization of web chat tools and platforms, troubleshooting technical issues as they arise.
- Stay updated on the latest trends and technologies in customer service to enhance operational strategies.
**Requirements:**
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in a customer service role, with at least 2 years in a managerial capacity, specifically in web chat or online customer interaction.
- Demonstrated ability to lead and motivate a remote team.
- Strong analytical skills, with experience using data to drive decision-making.
**Personality Traits:**
- Confident and assertive in communication, able to handle challenging situations with poise.
- Passionate about customer service and creating positive experiences for customers.
**Soft Skills:**
- Exceptional presentation skills, with the ability to effectively communicate ideas and strategies.
- Strong decision-making abilities, with a focus on resolving customer concerns swiftly and effectively.
**Benefits:**
- Employee discounts on AirAsia services.
- Paid overtime for hours worked beyond the standard part-time schedule.
- Profit-sharing opportunities based on a team performance model.
**Working Environment:**
At AirAsia Group Berhad, we cultivate a sense of ownership and responsibility at every level. We believe in empowering our employees to take initiative and foster a collaborative, supportive atmosphere that encourages innovation and personal growth.
**Application Deadline:** Please submit your application by ******** .
**Equal Opportunity Statement:**
AirAsia Group Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, gender, age, religion, disability, or any other protected status. We encourage all qualified candidates to apply and join our team.
*Join us at AirAsia Group Berhad, where your contributions make a difference in delivering exceptional customer experiences!*How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
