Job Description:
Lazada Philippines is seeking a dedicated and experienced Chat Support Manager to join our team on a part-time basis. As a Chat Support Manager, you will be responsible for overseeing the performance and efficiency of our remote chat support team in Quezon City, NCR, PH. This role requires a high level of professionalism, leadership skills, and the ability to thrive in a fast-paced, dynamic environment.
Responsibilities:- Manage and supervise a team of chat support agents to ensure high-quality customer service and timely response times- Develop and implement policies and procedures to optimize team performance and productivity- Monitor chat support metrics and KPIs to track team performance and identify areas for improvement- Conduct regular performance evaluations and provide feedback and coaching to team members- Collaborate with other departments to address customer issues and escalate complex cases as needed- Handle escalated customer inquiries and complaints to ensure customer satisfaction- Maintain a positive and supportive work environment for the chat support team- Assist with recruiting, training, and onboarding new chat support agents- Stay up-to-date on industry trends and best practices in chat support management
Requirements:- 5+ years of experience in customer service or chat support, with at least 2 years in a leadership or management role- Proven track record of driving improvements in customer service metrics- Excellent communication and interpersonal skills- Strong problem-solving and decision-making abilities- Resilient and able to handle high-pressure situations- Reliable and able to work independently in a remote environment- Experience with chat support platforms and CRM systems is a plus- Bachelor's degree in business, communication, or a related field is preferred
Personality traits:- Resilient- Reliable
Soft skills:- Communication- Negotiation
Benefits:- Paid Time Off (PTO)- Profit sharing- Joining Bonus
Working environment:At Lazada Philippines, we prioritize quality in all aspects of our work, products, and services. We are committed to providing our customers with the best possible experience, and we expect the same level of dedication from our employees.
Deadline to apply:********
Equal Opportunity Statement:Lazada Philippines is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
