**Job Title: Chat Support Manager - Remote Work**
**Company: Philippine Airlines**
**Location: Makati, NCR, PH**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
**Application Deadline: ******** **
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**Job Summary:**
Philippine Airlines is seeking a dedicated and experienced Chat Support Manager to join our dynamic team in a part-time remote role. The ideal candidate will possess exceptional communication skills and a strong background in customer service management, specifically within chat support environments. You will lead a team of chat support agents, ensuring the delivery of excellent service and facilitating positive interactions with our customers. Your primary focus will be to build a strong connection with both customers and colleagues while driving performance and innovation within the chat support function.
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**Key Responsibilities:**
1. **Team Leadership:**
- Hire, train, and develop a high-performing chat support team.
- Foster a positive and engaging remote work environment through regular check-ins, team meetings, and training sessions.
- Conduct performance evaluations and provide coaching to team members to enhance skills and elevate performance.
2. **Operational Oversight:**
- Monitor chat interactions to ensure compliance with company policies, quality standards, and customer satisfaction metrics.
- Develop and implement strategies for process improvements that enhance operational efficiency and effectiveness.
- Create and analyze reports on team performance, customer feedback, and operational challenges, and present findings to senior management.
3. **Customer Engagement:**
- Maintain a high level of customer service by ensuring timely responses and resolutions to customer inquiries via chat.
- Oversee the resolution of complex customer issues and escalate them as necessary for further support.
- Advocate for the customer's needs by providing feedback and insights to other departments, including product development and service delivery.
4. **Innovation and Analysis:**
- Evaluate chat support technologies and tools, making recommendations for upgrades or new solutions that enhance the customer experience.
- Encourage team innovation by promoting creative problem-solving and the sharing of best practices.
- Stay informed about industry trends and competitor practices in chat support, integrating relevant insights into team operations.
5. **Collaboration and Communication:**
- Build strong relationships across departments, ensuring cohesive communication and collaboration in support of customer needs.
- Act as the primary point of contact for chat support-related inquiries and issues at the managerial level.
- Participate in cross-functional projects to drive organizational goals and enhance customer experience.
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**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Experience:** Minimum of 6 years of relevant experience in customer service, with at least 3 years in a supervisory or managerial role in chat support.
- **Skills:**
- Proficient in using chat support platforms and CRM systems.
- Strong analytical skills for performance metrics analysis and decision-making.
- Innovative mindset with the ability to develop creative strategies to enhance customer engagement.
- **Personality Traits:**
- Reliable and punctual, with a strong commitment to team objectives and deadlines.
- Resourceful and proactive, able to navigate challenges and identify solutions quickly.
- **Soft Skills:**
- Excellent verbal and written communication skills.
- Strong interpersonal skills, capable of building rapport with team members and customers alike.
- Ability to think critically and analyze situations effectively in a fast-paced environment.
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**Benefits:**
- Profit sharing
- Disability insurance
- Employee discounts on flights and other services
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**Working Environment:**
At Philippine Airlines, we prioritize creating a supportive and collaborative atmosphere where colleagues are treated like an extended family. We believe that strong connections enhance both employee satisfaction and customer experiences, and we strive for an inclusive culture that values teamwork, diversity, and innovation.
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**Equal Opportunity Statement:**
Philippine Airlines is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage qualified candidates from all backgrounds to apply, irrespective of race, gender, age, disability, sexual orientation, or any other characteristic protected by applicable law.
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**To Apply:**
Interested candidates are invited to submit their application along with a resume and cover letter by the deadline of October 2, 2024. Join Philippine Airlines in creating remarkable travel experiences for our customers worldwide!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
