Web Chat Manager

Job Description:

Kumu is seeking a talented and experienced Web Chat Manager to join our dynamic team in Pasig, NCR, Philippines. As a Mid-to-Senior Level professional with at least 8 years of experience in web chat management, you will be responsible for overseeing and optimizing our web chat operations to ensure exceptional customer service and engagement.

Responsibilities: 1. Develop and implement strategies to enhance web chat performance, including response times, chat quality, and customer satisfaction. 2. Manage a team of chat agents, providing guidance, training, and support to ensure they deliver outstanding service to our customers. 3. Monitor chat conversations to identify opportunities for improvement and coach chat agents on best practices. 4. Collaborate with other departments, such as marketing and customer service, to align web chat initiatives with overall business objectives. 5. Analyze chat data and reports to identify trends, make recommendations for improvement, and track key performance indicators. 6. Stay up-to-date on industry trends and best practices in web chat management to continuously improve our processes and deliver a best-in-class experience.

Requirements: 1. 8+ years of experience in web chat management, preferably in a fast-paced and customer-focused environment. 2. Motivated and resourceful individual with a passion for delivering exceptional customer service. 3. Strong adaptability and creativity skills to effectively solve problems and improve processes. 4. Excellent communication and interpersonal skills to lead a team and collaborate with cross-functional teams. 5. Proficiency in chat management software and analytics tools to track performance and make data-driven decisions. 6. Bachelor’s degree in a related field is preferred.

Benefits: - Gym membership - Free food - Parental leave - Opportunity to give back to the community through corporate social responsibility initiatives

Equal Opportunity Statement: Kumu is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment.

Deadline to apply: July 4, 2024

If you meet the requirements and are excited about the opportunity to lead our web chat operations at Kumu, apply now and join our team!

How to apply:

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