Chat Support Manager Job Description:
Wilcon Depot, a leading home improvement and construction supply retailer in Antipolo, Calabarzon, PH, is seeking a dynamic and experienced Chat Support Manager to join our team. As a full-time position with a Mid-to-Senior level seniority, we are looking for a candidate with at least 8 years of experience in customer service and chat support.
Responsibilities:1. Lead and manage a team of chat support agents to ensure excellent customer service and satisfaction.2. Develop and implement strategies to improve chat support efficiency and effectiveness.3. Monitor chat support performance metrics and KPIs to ensure targets are met or exceeded.4. Train and onboard new chat support agents to ensure they are equipped to handle customer inquiries and issues.5. Handle escalated customer issues and provide resolutions in a timely and professional manner.6. Collaborate with other departments such as marketing, sales, and IT to ensure a seamless customer experience.7. Stay up-to-date with industry trends and best practices in chat support to continuously improve processes.
Requirements:1. Bachelor's degree in Business Administration or a related field.2. Excellent communication and interpersonal skills.3. Proven experience in managing a chat support team.4. Resilient and resourceful personality traits.5. Strong presentation skills and emotional intelligence.6. Ability to multitask and prioritize in a fast-paced environment.7. Proficiency in chat support software and customer relationship management systems.
Benefits:1. Paid overtime for work beyond regular hours.2. Training and professional development opportunities.3. Company-provided equipment for work.4. Dynamic and innovative working environment that encourages creativity.
Equal Opportunity Statement:Wilcon Depot is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.
Deadline to apply: July 1, 2024.
We look forward to receiving applications from qualified candidates who are passionate about delivering exceptional customer service through chat support management. Join Wilcon Depot and be part of a team that values innovation and creativity.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
