Job Description:
We are looking for a dynamic and experienced Web Chat Manager to join our team at Celcom Axiata Berhad in George Town, Penang. As a Mid-to-Senior Level professional with at least 8 years of experience in web chat management, you will be responsible for overseeing and optimizing our web chat platform to enhance customer experience and drive business growth.
Responsibilities:
- Develop and implement strategies to improve web chat performance, including response time, customer satisfaction, and conversion rates
- Manage a team of web chat agents, providing guidance, training, and performance feedback
- Monitor and analyze web chat metrics to identify trends and opportunities for improvement
- Collaborate with cross-functional teams to ensure seamless integration of web chat with other customer service channels
- Stay up-to-date on industry trends and best practices in web chat management
- Drive innovation and continuous improvement in web chat processes and technologies
- Handle escalated customer inquiries and complaints with professionalism and empathy
- Ensure compliance with company policies and regulatory requirements related to web chat communications
Requirements:
- Bachelor's degree in Marketing, Communications, Business, or related field
- Proven track record of success in web chat management, with at least 8 years of experience
- Strong leadership skills with the ability to motivate and inspire a team
- Excellent communication skills, both written and verbal
- Strategic thinker with the ability to develop and execute effective plans
- Confident and energetic personality with a passion for customer service
- Proficiency in web chat platforms and related technologies
- Ability to work independently and collaboratively in a fast-paced environment
- Experience in the telecommunications industry is a plus
Benefits:
- Relocation allowance for eligible candidates
- Life insurance coverage
- Remote work flexibility
- Opportunity to work in a supportive and inclusive environment that values diversity and teamwork
- Align work with a greater purpose, contributing to a meaningful mission
Equal Opportunity Statement:
Celcom Axiata Berhad is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, religion, sexual orientation, or disability. All qualified applicants will receive consideration for employment without regard to any protected characteristic as outlined by applicable laws.
Deadline to apply: ********
If you meet the requirements and are excited about the opportunity to lead our web chat team, we encourage you to apply and be a part of our mission to deliver exceptional customer service through innovative web chat solutions.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
