Remote Web Chat Manager

Syarikat: SIRIM Berhad

Jenis Pekerjaan: Sambilan (Bekerja dari Rumah)

Bilangan Pemohon: 000+

Permulaan Segera: Terbuka hanya untuk calon yang berpangkalan di Malaysia

Remote Web Chat Manager

Salary: RM5,082 - 8,259 monthly

Penerangan Pekerjaan - Remote Web Chat Manager

Job Title: Remote Web Chat Manager

Company: SIRIM Berhad

Location: Kuala Lumpur, Kuala Lumpur, MY (Remote Work)

Job Type: Part-Time

Seniority: Mid-to-Senior Level

Years of Experience: 8+

Job Description:

SIRIM Berhad is seeking an experienced Remote Web Chat Manager to join our dynamic team. This part-time, mid-to-senior level position is instrumental in enhancing customer engagement through effective management of our digital communication channels. As a vital part of our mission, you will contribute to a greater purpose, providing exceptional service and support to our customers.

Key Responsibilities:

1. Web Chat Management: Oversee daily operations of our web chat services, ensuring proactive and efficient responses to customer inquiries. Analyze chat data to identify trends, areas for improvement, and customer feedback to enhance the user experience. Implement and optimize chat scripts and FAQs to improve operational efficiency and customer satisfaction.
2. Team Leadership: Lead and train a team of chat agents, fostering a culture of high performance and continuous improvement. Set performance metrics and conduct regular evaluations to enhance agent efficiency and effectiveness. Provide ongoing coaching and support to team members, addressing challenges and incentivizing high-quality service delivery.
3. Strategic Development: Collaborate with marketing and sales teams to develop strategies that align with business objectives and enhance customer engagement. Research and implement innovative chat solutions, including AI chatbots, to improve service delivery. Monitor and report on chat service KPIs, preparing regular performance reports for management.
4. Customer Relationship Management: Build and maintain strong relationships with customers through engaging and responsive communication. Handle escalated customer complaints or queries, ensuring timely and effective resolution. Engage with customers post-interaction to gather feedback for ongoing service enhancement.
5. Technology Utilization: Utilize web chat platforms and CRM systems effectively to manage customer interactions and maintain accurate records. Stay updated with the latest digital communication technologies and trends to recommend upgrades and enhancements to the chat system.
6. Collaboration: Work closely with other departments (e.g., IT, Sales, and Customer Service) to ensure integrated communication efforts across platforms. Participate in cross-functional teams to support the development of cohesive customer engagement initiatives.

Requirements:

• Education: Bachelor’s degree in Business Administration, Communications, Marketing, or related field.
• Experience: Minimum of 8 years in customer service, digital communications, or related fields, with at least 3 years in a supervisory or managerial role overseeing chat or online customer support channels.
• Technical Skills: Proficient in web chat software, CRM systems, and data analytics tools.
• Personality Traits: Hardworking, Energetic.
• Soft Skills: Decision-Making, Time Management.

Benefits:

• Training & professional development opportunities to enhance your skills and career growth.
• Company transportation for team meetings or events.
• Paid Time Off (PTO) for personal well-being and work-life balance.

Working Environment:

At SIRIM Berhad, we align our work with a greater purpose. Join a team that believes in contributing to a meaningful mission and enhancing our operations through diligent customer engagement strategies. Together, we strive to achieve excellence in service delivery and foster a supportive atmosphere.

Deadline to Apply: October 26, 2024

Equal Opportunity Statement:

SIRIM Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage applications from individuals of all backgrounds.

How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.

Jadual kerja

Kerja ini mempunyai jadual kerja berikut:

• Flexible

Faedah & Faedah

Pekerjaan ini mempunyai faedah berikut:

• Remote work flexibility