Chat Support Manager

Job Description:

As a Chat Support Manager at Celcom Axiata Berhad, you will be responsible for overseeing the day-to-day operations of the chat support team in George Town, Penang. You will be leading a team of dedicated support representatives and ensuring that customer inquiries are handled efficiently and effectively. Your role will also involve analyzing chat support metrics to identify areas for improvement and implementing strategies to enhance the overall customer experience.

Responsibilities: 1. Manage and lead a team of chat support representatives, providing guidance and support as needed. 2. Monitor chat support metrics, such as response time and customer satisfaction, and implement strategies to improve performance. 3. Develop and implement training programs to ensure team members are equipped with the necessary skills and knowledge to provide high-quality support. 4. Collaborate with other departments, such as customer service and product development, to address customer issues and improve processes. 5. Stay up-to-date on industry trends and best practices in chat support to ensure the team is using the most effective tools and techniques. 6. Handle escalated customer inquiries and ensure that they are resolved in a timely and satisfactory manner. 7. Conduct regular performance evaluations and provide feedback to team members to support their professional growth and development. 8. Create and maintain documentation of chat support procedures and protocols to ensure consistency and efficiency.

Requirements: 1. At least 6 years of experience in a customer support or chat support role. 2. Strong leadership skills and the ability to motivate and inspire a team. 3. Excellent communication and interpersonal skills. 4. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 5. Knowledge of chat support platforms and tools. 6. Experience in project management and time management. 7. Dedicated and driven personality traits. 8. Bachelor's degree in a related field is preferred.

Benefits: - Disability insurance - Gym membership - Company equipment

Working Environment: At Celcom Axiata Berhad, we strive to cultivate leaders who foster inclusivity and mentorship. Our team is dedicated to creating a supportive and collaborative work environment where every team member can thrive and grow professionally.

Equal Opportunity Statement: Celcom Axiata Berhad is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We value and celebrate the unique perspectives and experiences that each team member brings to our organization.

How to apply:

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