Live Chat Manager - Remote Work

Job Description:

As a Live Chat Manager at Digi.Com Berhad, you will be responsible for managing the live chat operations remotely. Your main duties will include overseeing a team of live chat agents, ensuring that customer inquiries are handled in a timely and professional manner, and monitoring chat performance metrics to identify areas for improvement. You will also be responsible for developing and implementing chat scripts, training new agents, and setting performance goals for the team.

Responsibilities: - Manage a team of live chat agents, including hiring, training, and performance management - Monitor chat performance metrics and implement strategies to improve efficiency and customer satisfaction - Develop and implement chat scripts that align with company branding and customer service goals - Train new agents on chat best practices, product knowledge, and company policies - Set performance goals for the team and track progress towards meeting objectives - Stay up-to-date on industry trends and best practices in live chat customer service - Collaborate with other departments to ensure a seamless customer experience across all channels

Requirements: - 5+ years of experience in a customer service or contact center environment - Proven track record of leadership and teamwork skills - Excellent written and verbal communication skills - Ability to work independently and take initiative - Dedicated to providing exceptional customer service - Experience with live chat software preferred - Bachelor's degree in a related field preferred

Benefits: - Retirement plan - Parental leave - Medical coverage

Working Environment: At Digi.Com Berhad, we encourage curiosity and questioning to fuel innovation and growth. We foster a collaborative and inclusive work environment where all employees are encouraged to share their ideas and contribute to the success of the team.

Equal Opportunity Statement: Digi.Com Berhad is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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