Chat Support Manager

Job Description:

As a Chat Support Manager at Kossan Rubber Industries Berhad, you will be responsible for overseeing and managing the chat support team that provides customer service and technical support through chat channels. You will lead a team of chat support agents, ensuring they deliver exceptional customer service and meet performance targets.

Responsibilities: 1. Manage and mentor a team of chat support agents, providing guidance and support as needed. 2. Monitor chat support interactions to ensure quality and adherence to company policies and procedures. 3. Develop and implement strategies to improve efficiency and performance of the chat support team. 4. Analyze chat support data to identify trends and opportunities for improvement. 5. Collaborate with other departments to address customer concerns and escalate issues when necessary. 6. Conduct regular performance evaluations and provide feedback to chat support agents. 7. Stay up-to-date on industry best practices and new technologies in chat support. 8. Maintain a positive and productive work environment for the chat support team.

Requirements: 1. 8 years of experience in customer service or chat support, with at least 3 years in a supervisory or managerial role. 2. Strong communication and leadership skills. 3. Ability to work in a fast-paced environment and multitask effectively. 4. Adaptable and resourceful with a strong attention to detail. 5. Strong decision-making skills with the ability to solve problems creatively. 6. Experience working with chat support platforms and tools. 7. Bachelor's degree in a related field preferred.

Benefits: - Disability insurance - Paid sick leave - Paid overtime

Equal Opportunity Statement: Kossan Rubber Industries Berhad is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other protected status.

How to apply:

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