**Job Title**: Web Chat Manager - Work from Home
**Company**: Sime Darby Berhad
**Location**: George Town, Penang, MY
**Job Type**: Part-Time
**Seniority**: Mid-to-Senior Level
**Years of Experience**: 7
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### Job Description
Sime Darby Berhad is seeking an experienced and dynamic Web Chat Manager to join our remote team. In this role, you will be responsible for overseeing and enhancing the web chat support services to provide a seamless and efficient chat experience for our customers. As a key player in our customer engagement efforts, you will leverage your expertise to ensure customer satisfaction while fostering a collaborative working environment. This part-time position offers flexibility while promoting a strong company culture that embraces change and resiliently responds to challenges.
### **Responsibilities**
- **Web Chat Operations Management**:
- Oversee all aspects of web chat operations, ensuring prompt and effective responses to customer inquiries.
- Develop and implement best practices for the web chat service, enhancing response times and resolution rates.
- **Team Leadership and Development**:
- Lead, train, and mentor a team of chat specialists, fostering a positive and productive work environment.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- **Customer Experience Optimization**:
- Analyze customer interactions and feedback to identify areas for improvement and implement necessary updates in processes.
- Collaborate with the marketing and sales teams to align chat strategies with overall company objectives.
- **Data Analysis and Reporting**:
- Monitor key performance indicators (KPIs) related to web chat, producing timely reports and insights to inform strategic decisions.
- Utilize data analytics to address customer pain points and enhance service outcomes.
- **Technology Management**:
- Oversee the selection, integration, and maintenance of web chat platforms and tools to ensure optimal functionality.
- Stay current with industry trends and technological advancements in customer support tools.
- **Cross-Department Collaboration**:
- Work closely with the IT, customer service, and marketing teams to ensure cohesive communication and integration of the web chat platform.
- Act as a liaison between the web chat team and other departments to facilitate collaboration and support business goals.
### **Requirements**
- **Education and Experience**:
- Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 7 years of experience in customer service, with at least 3 years in a managerial role focusing on chat support or similar services.
- **Personality Traits**:
- Reliable: A strong commitment to fulfilling responsibilities and building trust with team members.
- Resourceful: Ability to find creative solutions to challenges and optimize resources effectively.
- **Soft Skills**:
- Emotional Intelligence: Strong interpersonal skills to handle diverse customer interactions and team dynamics with empathy and understanding.
- Creativity: Ability to think outside the box and innovate chat strategies that enhance customer engagement.
- **Technical Skills**:
- Proficient in CRM tools, chat software, and data analytics platforms.
- Familiarity with SEO principles and digital marketing strategies.
### **Benefits**
- Joining Bonus
- Parental Leave
- Company Transportation to facilitate work/life balance
### **Working Environment**
At Sime Darby Berhad, we prioritize a culture that embraces change and responds resiliently. We encourage our employees to thrive in a supportive and innovative environment, enabling personal and professional growth.
### **Application Deadline**
Please submit your application by **October 14, 2024**.
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### **Equal Opportunity Statement**
Sime Darby Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on merit, qualifications, and business needs. We encourage applications from all qualified individuals regardless of their race, gender, age, sexual orientation, disability, or any other characteristic protected by applicable law.
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If you have a passion for customer engagement and possess the requisite skills and experience, we would love to hear from you! Join us in making impactful connections with our customers at Sime Darby Berhad.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
