### Job Title: Chat Support Manager
**Company:** Phoenix Petroleum Philippines
**Location:** Cebu, Central Visayas, PH
**Job Type:** Full-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
#### Company Overview:
Phoenix Petroleum Philippines is a leading player in the fuel industry, dedicated to providing high-quality products and services to our customers. With a commitment to innovation and sustainability, we strive to make a significant impact in the energy sector while fostering a supportive and dynamic workplace for our employees.
### Job Overview:
As a Chat Support Manager at Phoenix Petroleum, you will play a critical role in leading our chat support team to ensure exceptional customer experiences. This position requires a proactive, hardworking, and resilient individual who excels in managing teams under pressure, ensuring all customer inquiries and issues are resolved efficiently and effectively. You will work collaboratively with various departments to enhance the customer journey and drive overall satisfaction.
### Key Responsibilities:
- **Team Leadership:**
- Supervise and mentor a team of chat support representatives, providing guidance, training, and ongoing support to foster professional development.
- Implement best practices and encourage a culture of accountability and high performance within the team.
- **Customer Interaction Management:**
- Review and analyze customer chat interactions to ensure quality standards are met, and the team is delivering exceptional service.
- Address escalated customer issues or inquiries personally and effectively, ensuring resolution in a timely manner.
- **Performance Metrics:**
- Establish and monitor key performance indicators (KPIs) for chat support, reporting on team performance and identifying areas for improvement.
- Use analytical skills to track trends in customer inquiries and feedback, refining conversation strategies to optimize support efficiency.
- **Process Improvement:**
- Collaborate with the product and IT teams to improve chat support processes and tools, ensuring seamless customer experiences.
- Develop and implement standard operating procedures (SOPs) for the chat support team to follow, enhancing operational efficiency.
- **Training and Development:**
- Conduct regular training sessions for new and existing team members to improve product knowledge and customer service nuances.
- Foster a supportive environment that encourages continuous learning and skills development.
- **Cross-department Collaboration:**
- Work with marketing, sales, and product teams to maintain alignment on customer needs and expectations.
- Participate in company initiatives, contributing insights from chat support to enhance overall customer service strategy.
### Requirements:
#### Qualifications:
- Bachelor's degree in Business, Communication, or a related field.
- A minimum of 5 years' experience in customer support or chat support management, including team leadership responsibilities.
#### Skills and Traits:
- **Hardworking and Resilient:** Ability to handle challenges and remain focused in high-pressure situations, always striving for excellence.
- **Attention to Detail:** Strong capability to ensure accuracy in customer interactions and team performance evaluations.
- **People Management:** Proven experience in leading, training, and motivating a customer service team.
- **Analytical Skills:** Ability to analyze customer feedback and performance metrics to drive continuous improvement.
- **Strong Communication Skills:** Excellent verbal and written communication abilities are essential to effectively interact with customers and team members.
- **Problem-Solving Skills:** Ability to think critically and develop effective solutions to customer issues swiftly.
### Benefits:
- Parental leave to support work-life balance.
- Visa sponsorship for eligible candidates.
- Company equipment provided to facilitate your work.
### Working Environment:
At Phoenix Petroleum, we are committed to the personal and professional development of our employees. You will be supported in your growth and have the opportunity to engage in career advancement programs.
### How to Apply:
Interested candidates are encouraged to submit their application by **October 29, 2024**. Please include a resume and cover letter detailing your relevant experience and motivation for applying.
### Equal Opportunity Statement:
Phoenix Petroleum Philippines is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on merit, qualifications, and business needs, and we welcome applicants from all backgrounds.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.