Job Description:
Smart Communications is seeking a dynamic and experienced Live Chat Manager to join our team in Makati, NCR, PH. As a mid-to-senior level position, the Live Chat Manager will be responsible for overseeing and managing our live chat operations to ensure exceptional customer service and support.
Responsibilities:
1. Develop and implement strategies to optimize live chat performance and customer satisfaction.
2. Train, mentor, and supervise a team of live chat agents to ensure quality service delivery.
3. Monitor live chat interactions to identify trends, issues, and opportunities for improvement.
4. Collaborate with other departments to ensure seamless integration of live chat services with overall customer support operations.
5. Analyze data and metrics to track performance and make data-driven decisions to improve efficiency and effectiveness.
6. Stay up-to-date on industry trends and best practices in live chat management to continuously improve our services.
7. Handle escalated customer inquiries and complaints with professionalism and empathy.
8. Work closely with the IT team to troubleshoot technical issues related to live chat software and systems.
Requirements:
1. Bachelor's degree in Business Administration, Marketing, or a related field.
2. Minimum of 7 years of experience in customer service, with at least 3 years in a live chat management role.
3. Proven track record of driving results and achieving KPIs in a fast-paced environment.
4. Strong leadership skills with the ability to motivate and inspire a team.
5. Excellent communication and negotiation skills.
6. Proficiency in live chat software and CRM systems.
7. Ability to work independently and collaboratively in a team environment.
8. Driven and reliable with a passion for delivering exceptional customer service.
Personality Traits:
- Driven
- Reliable
Soft Skills:
- Leadership
- Negotiation
Benefits:
- Company equipment
- Travel & spending expenses
- Disability insurance
Working Environment:
Be part of a team that leads the industry through cutting-edge ideas and solutions. Join us in a collaborative and innovative work environment where your ideas and contributions are valued.
Deadline to Apply:
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Equal Opportunity Statement:
Smart Communications is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
