Online Chat Support Manager

Job Description:

Proton Holdings Berhad is seeking a dedicated and independent Online Chat Support Manager to join our team in Malacca City, Melaka. As a mid-to-senior level position, the ideal candidate will have at least 6 years of experience in online customer support management.

Responsibilities: 1. Manage a team of online chat support agents to ensure efficient and effective customer service. 2. Develop and implement strategies to improve response times and customer satisfaction ratings. 3. Monitor chat interactions to provide feedback and coaching to team members. 4. Analyze data and metrics to identify trends and areas for improvement. 5. Collaborate with other departments to address customer inquiries and issues. 6. Stay up-to-date on industry trends and best practices in online customer support. 7. Handle escalated customer concerns and provide resolutions in a timely manner. 8. Develop and maintain training materials for new hires and ongoing skill development for existing team members.

Requirements: 1. Bachelor's degree in a related field. 2. 6+ years of experience in online customer support management. 3. Excellent critical thinking skills and ability to problem-solve in a fast-paced environment. 4. Strong people management skills with the ability to motivate and engage a team. 5. Proven track record of improving customer satisfaction metrics. 6. Experience with live chat software and customer relationship management tools. 7. Excellent communication skills, both written and verbal. 8. Ability to work independently and manage multiple priorities effectively.

Personality traits: dedicated, independent Soft skills: critical thinking, people management

Benefits: 1. Dental insurance 2. Paid overtime 3. Paid sick leave

Equal Opportunity Statement: Proton Holdings Berhad is an equal opportunity employer and promotes equality and fairness for all employees. We welcome and embrace diversity in our workforce and do not discriminate based on race, color, religion, gender, sexual orientation, age, or disability.

Deadline to apply: 2024-05-06

We look forward to welcoming a qualified and experienced individual to join our team as the Online Chat Support Manager. Apply now to be considered for this exciting opportunity.

How to apply:

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