Live Chat Manager

Job Description:

Proton Holdings Berhad is seeking a dynamic and experienced Live Chat Manager to join our team in Johor Bahru, Johor, MY. As a Mid-to-Senior Level position, the Live Chat Manager will be responsible for overseeing all aspects of our live chat support function, ensuring exceptional customer service and satisfaction.

Responsibilities: 1. Manage a team of live chat agents, providing guidance and support to ensure optimal performance and customer service. 2. Develop and implement strategies to increase efficiency and effectiveness of the live chat support function. 3. Monitor live chat interactions to ensure quality control and adherence to company policies and procedures. 4. Analyze performance metrics and KPIs to identify areas for improvement and implement solutions. 5. Collaborate with other departments to address customer issues and provide feedback for product improvement. 6. Stay up-to-date on industry trends and best practices in live chat support and customer service. 7. Handle escalated customer inquiries and resolve complex issues in a timely and professional manner. 8. Train new live chat agents on company policies, procedures, and best practices.

Requirements: 1. 7 years of experience in a customer service or live chat support role. 2. Strong communication and interpersonal skills. 3. Ability to adapt quickly to changing priorities and manage multiple tasks simultaneously. 4. Resourceful problem-solver with strong analytical skills. 5. Experience in people management and team leadership. 6. Bachelor's degree in a related field preferred. 7. Adaptable, resourceful, with strong problem-solving and people management skills. 8. Must be able to work under pressure and meet deadlines.

Benefits: - Profit sharing - Visa sponsorship - Life insurance

Working Environment: Proton Holdings Berhad is committed to embracing diversity and creating an inclusive culture that values and respects all perspectives. We believe in equal opportunities for all employees and are dedicated to fostering a positive and inclusive work environment.

Equal Opportunity Statement: Proton Holdings Berhad is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees can thrive and contribute to our success.

How to apply:

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