Remote Chat Support Manager

Sunway Group is seeking a highly skilled and experienced Remote Chat Support Manager to join our team in George Town, Penang, MY. As a Mid-to-Senior Level position, the ideal candidate should have at least 6 years of experience in a similar role.

Responsibilities: 1. Manage a team of remote chat support agents, providing guidance and support to ensure exceptional customer service. 2. Monitor chat support performance metrics and implement strategies to improve efficiency and customer satisfaction. 3. Develop and maintain chat support processes, procedures, and guidelines to streamline operations. 4. Collaborate with cross-functional teams to resolve customer issues and escalations in a timely manner. 5. Train chat support agents on product knowledge, communication skills, and customer service best practices. 6. Conduct regular performance evaluations and provide feedback to team members for continuous improvement. 7. Stay up-to-date on industry trends and technology advancements to enhance chat support operations. 8. Handle escalated customer inquiries and complaints with professionalism and empathy. 9. Analyze chat support data and generate reports for management review and decision-making. 10. Implement quality assurance measures to ensure consistent and high-quality chat support services.

Requirements: 1. Bachelor's degree in Business Administration, Communications, or a related field. 2. Proven experience in managing chat support teams in a remote work environment. 3. Excellent communication skills, both written and verbal. 4. Strong leadership and team management abilities. 5. Proficiency in chat support software and CRM systems. 6. Ability to multitask, prioritize tasks, and meet deadlines in a fast-paced environment. 7. Hardworking and dedicated with a strong work ethic. 8. Strong planning and organizational skills. 9. Persuasion skills to influence and motivate team members. 10. Equal opportunity employer.

Benefits: 1. Gym membership to promote employee health and wellness. 2. Remote work flexibility to accommodate a healthy work-life balance. 3. Medical coverage for peace of mind and well-being.

Join Sunway Group and be a part of a dynamic team that embraces a culture of innovation, creativity, and collaboration. The deadline to apply for the Remote Chat Support Manager position is May 8, 2024. Apply now to take the next step in your career with us!

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.