**Job Title: Web Chat Manager**
**Company: S P Setia Berhad**
**Location: Kuala Lumpur, Kuala Lumpur, MY**
**Job Type: Full-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7+ years**
**Deadline to Apply: ******** **
**Company Overview:**
S P Setia Berhad is a leading property development company that creates residential and commercial spaces across Malaysia and beyond. We are committed to sustainability, innovation, and community engagement. As part of our commitment to enhancing customer experiences, we are seeking a dynamic and dedicated Web Chat Manager to join our team in Kuala Lumpur.
**Position Overview:**
The Web Chat Manager will play a crucial role in leading and managing our online chat operations, ensuring exceptional customer service delivery, and fostering positive customer relationships. This position involves strategizing and optimizing our web chat capabilities to enhance customer engagement, satisfaction, and drive sales conversions. The ideal candidate will possess a strong background in digital communication, team leadership, and customer service excellence.
**Key Responsibilities:**
- **Strategic Development:** Develop and implement comprehensive web chat strategies to improve customer engagement and enhance the overall user experience.
- **Team Leadership:** Manage, mentor, and empower a team of web chat agents, ensuring high performance, motivation, and continuous professional growth.
- **Performance Analysis:** Monitor and analyze chat performance metrics, identifying trends, user needs, and areas for improvement to meet customer satisfaction and company goals.
- **Process Improvement:** Establish and refine chat protocols and procedures to ensure efficient communication and resolution of customer inquiries and issues.
- **Cross-Department Collaboration:** Collaborate with marketing, sales, and IT teams to integrate web chat functionality across platforms and promote operational efficiency.
- **Training and Development:** Conduct regular training sessions for team members to enhance chat skills, product knowledge, and customer service techniques.
- **Customer Insights:** Gather feedback and insights from customer interactions to inform product development and marketing strategies.
- **Quality Assurance:** Conduct regular quality checks on chat interactions to ensure adherence to company standards and best practices.
- **Technology Management:** Oversee the selection and implementation of web chat tools and technologies, ensuring they align with business objectives and customer needs.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Advanced degrees are a plus.
- **Experience:** Minimum of 7 years of experience in a customer service or communication role, with at least 3 years in a managerial capacity overseeing web chat or digital communication platforms.
- **Technical Skills:** Proficient with customer relationship management (CRM) systems, web chat software, and analytical tools.
- **Personality Traits:**
- Highly motivated and driven with a strong desire to succeed and contribute to team goals.
- Ability to thrive in a fast-paced and dynamic work environment.
- **Soft Skills:**
- Strong decision-making skills with the ability to assess situations and act swiftly in a customer-centric manner.
- Excellent problem-solving skills to handle complex customer inquiries and develop effective solutions.
- Exceptional communication skills, both verbal and written, with the ability to adapt messaging to diverse audiences.
**Benefits:**
- Free accommodation to ease your transition and provide convenience.
- Exciting travel opportunities for professional growth and exploration.
- Comprehensive life insurance coverage for you and your dependents.
**Working Environment:**
At S P Setia Berhad, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe that a diverse workforce is essential to our success and fosters innovation and collaboration. Join us in creating a supportive and dynamic work environment where everyone can thrive.
*We are an equal opportunity employer and welcome applications from individuals of all backgrounds, identities, and experiences. We celebrate diversity and are committed to creating an inclusive environment for all employees.*
If you are a motivated leader with a passion for customer engagement and communication technology, we encourage you to apply for this exciting opportunity! Please submit your CV and a cover letter detailing your relevant experience by the deadline of ******** .How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.