Chat Support Manager

Job Description:

We are seeking a talented Chat Support Manager to join our team at Saudi Telecom Company in Jeddah, SA. As a part-time role with mid-to-senior level seniority, the Chat Support Manager will be responsible for managing a team of chat support agents to provide excellent customer service and technical support to our clients.

Responsibilities: 1. Manage a team of chat support agents, providing guidance and support to ensure high-quality customer service and technical support. 2. Monitor performance metrics, including response times, customer satisfaction ratings, and issue resolution rates, and implement strategies to improve performance. 3. Develop and implement training programs for chat support agents to enhance their skills and knowledge. 4. Analyze chat transcripts to identify trends and common issues, and work with other departments to address underlying problems. 5. Collaborate with the IT department to ensure that chat support systems are functioning effectively and efficiently. 6. Stay up-to-date on industry trends and best practices in chat support to continually improve our services. 7. Serve as a point of escalation for complex customer issues that cannot be resolved by chat support agents.

Requirements: - 7 years of experience in customer service or technical support roles, with at least 3 years in a supervisory or managerial position. - Resourceful and reliable personality traits. - Strong teamwork and innovation soft skills. - Excellent communication skills, both written and verbal. - Proficiency in chat support systems and customer relationship management (CRM) software. - Bachelor's degree in a relevant field is preferred.

Benefits: - Remote work flexibility. - Travel opportunities. - Visa sponsorship.

Working Environment: At Saudi Telecom Company, we pride ourselves on being a company that transcends borders, promoting collaboration on a global scale. Our diverse team of professionals works together to deliver innovative solutions and exceptional service to our clients.

Deadline to Apply: June 26, 2024

Equal Opportunity Statement: Saudi Telecom Company is an equal opportunity employer and is committed to diversity in the workplace. We encourage all qualified individuals to apply for this position, regardless of race, gender, age, religion, or sexual orientation.

How to apply:

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