Web Chat Manager

Job Description:

Gamuda Berhad, a leading construction and engineering company, is seeking a dedicated and passionate Web Chat Manager to join our team in George Town, Penang, on a part-time basis. As an Associate Level position, the ideal candidate will have at least 5 years of experience in managing web chat platforms and customer interactions.

Responsibilities: 1. Manage and oversee the web chat platform, ensuring timely responses to customer inquiries and issues. 2. Monitor chat logs and analyze trends to improve customer engagement and satisfaction. 3. Develop and implement chat scripts and guidelines for the web chat team to follow. 4. Train and mentor web chat agents on best practices for communication and problem-solving. 5. Collaborate with other departments to address customer concerns and provide solutions. 6. Utilize decision-making skills to resolve escalated customer issues effectively. 7. Assist in the development of strategies to increase web chat usage and customer retention. 8. Conduct performance evaluations of web chat agents and provide feedback for improvement. 9. Stay up-to-date on industry trends and technology to enhance the web chat platform.

Requirements: 1. Bachelor's degree in Marketing, Communications, or related field. 2. Strong communication and negotiation skills. 3. Ability to work independently and in a team environment. 4. Proficiency in web chat platforms and customer relationship management systems. 5. Excellent organizational and time management skills. 6. Previous experience in a customer service or web chat management role. 7. Proven track record of success in improving customer satisfaction.

Personality Traits: 1. Passionate about providing exceptional customer service. 2. Dedicated to meeting and exceeding customer expectations.

Soft Skills: 1. Strong decision-making abilities. 2. Effective negotiation skills.

Benefits: 1. Paid sick leave. 2. Company transportation. 3. Paid Time Off (PTO).

Working Environment: At Gamuda Berhad, we foster transparency and open dialogue for effective communication at all levels. We value collaboration and teamwork to achieve our goals.

Deadline to Apply: 2024-05-11

Equal Opportunity Statement: Gamuda Berhad is an equal opportunity employer and is committed to promoting a diverse and inclusive workplace. We welcome and encourage qualified applicants of all backgrounds to apply for this position.

How to apply:

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