Chat Support Manager

Job Description:

We are looking for a confident and reliable Chat Support Manager to join our team at Globe Telecom in Pasig, NCR, Philippines. As a Mid-to-Senior Level professional with at least 7 years of experience in customer service management, you will be responsible for overseeing our chat support team and ensuring that our customers receive the highest level of service.

Responsibilities: - Manage a team of chat support representatives, including hiring, training, and performance evaluations - Develop and implement processes and procedures to improve the efficiency and effectiveness of the chat support team - Monitor chat support interactions to ensure quality and adherence to company policies - Analyze chat support data to identify trends and continuously improve the customer experience - Work closely with other departments to address customer concerns and resolve issues in a timely manner - Collaborate with the IT team to ensure that chat support technology and tools are up-to-date and functioning properly - Provide regular reports to management on chat support performance and key metrics

Requirements: - Bachelor's degree in business or a related field - 7+ years of experience in customer service management, preferably in a chat support environment - Proven track record of leading and developing high-performing teams - Strong communication and problem-solving skills - Creativity and negotiation skills to find innovative solutions to customer issues - Ability to work in a fast-paced environment and meet deadlines effectively - Proficiency in chat support software and technology - Ability to handle sensitive customer issues and maintain professionalism at all times

Benefits: - Disability insurance - Parental leave - Gym membership

Working Environment: At Globe Telecom, we strive to pursue excellence in every endeavor, setting a high standard for achievement. We believe in creating a supportive and collaborative work environment where employees are encouraged to learn, grow, and succeed.

Equal Opportunity Statement: Globe Telecom is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate diversity and are dedicated to providing equal opportunities for all employees and applicants.

How to apply:

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