Chat Support Manager

Job Description:

The Chat Support Manager at Saudi Telecom Company will be responsible for overseeing the chat support team, ensuring high levels of customer satisfaction and efficient resolution of customer queries. This role will require strong leadership and communication skills to effectively manage a team of chat support agents. The Chat Support Manager will also be responsible for implementing and maintaining quality standards, monitoring performance metrics, and identifying areas for improvement to enhance the customer experience.

Responsibilities: 1. Manage and lead a team of chat support agents to provide excellent customer service 2. Develop and implement chat support processes and procedures to improve efficiency and effectiveness 3. Monitor chat support performance metrics and provide regular reports to senior management 4. Train and mentor chat support agents to ensure continuous improvement in customer service skills 5. Handle escalated customer queries and complaints in a timely and professional manner 6. Collaborate with other departments to resolve complex customer issues 7. Stay up-to-date on industry trends and best practices in chat support management 8. Conduct regular performance evaluations and provide feedback to team members 9. Maintain a positive and productive work environment for the chat support team 10. Perform other duties as assigned by senior management

Requirements: 1. Bachelor's degree in Business Administration or a related field 2. Minimum of 6 years of experience in chat support or customer service 3. Strong leadership and people management skills 4. Excellent communication and interpersonal skills 5. Ability to work under pressure and meet tight deadlines 6. Confident and resilient personality traits are necessary 7. Adaptability and flexibility in a fast-paced work environment 8. Proficiency in Microsoft Office and chat support software 9. Experience in a supervisory or management role is preferred 10. Knowledge of customer relationship management (CRM) systems is a plus

Benefits: 1. Free accommodation 2. Company transportation 3. Paid sick leave 4. Committed to environmental responsibility and sustainable practices in the working environment

Equal Opportunity Statement: Saudi Telecom Company is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to any of these factors. We encourage individuals of all backgrounds and experiences to apply.

Deadline to apply: 2024-07-03

How to apply:

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