Chat Support Manager - Remote Work

Job Description:

Shopee Philippines is seeking a motivated and resilient Chat Support Manager to join our team on a part-time basis. As a remote worker based in Cebu, Central Visayas, you will be responsible for managing a team of chat support agents and ensuring the delivery of high-quality customer service.

Responsibilities:
1. Lead and manage a team of chat support agents, providing guidance, training, and feedback to ensure excellent customer service delivery.
2. Monitor chat support metrics and KPIs to assess performance and identify areas for improvement.
3. Develop and implement strategies to optimize chat support processes and increase efficiency.
4. Handle escalated customer queries and issues effectively, providing resolutions in a timely manner.
5. Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
6. Conduct regular performance evaluations and provide coaching and mentoring to team members.
7. Stay up-to-date with industry trends and best practices in chat support management.

Requirements:
1. Bachelor's degree in a related field.
2. Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
3. Proven track record of delivering high-quality customer service and meeting KPIs.
4. Strong planning and problem-solving skills.
5. Excellent communication and interpersonal skills.
6. Ability to work independently and remotely.
7. Proficiency in chat support platforms and tools.

Personality Traits: Motivated, Resilient
Soft Skills: Planning, Problem-Solving

Benefits:
- Company-provided equipment
- Retirement plan
- Parental leave

Working Environment:
At Shopee Philippines, we strive for excellence and uphold high standards in all endeavors. We foster a culture of collaboration, innovation, and continuous learning.

Equal Opportunity Statement:
Shopee Philippines is an equal opportunity employer and is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Deadline to Apply: July 14, 2024.

If you meet the requirements and are ready to take on the challenge of being a Chat Support Manager at Shopee Philippines, apply now and be part of our dynamic team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.