**Job Title:** Live Chat Manager
**Company:** BeautyMNL
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 5 years
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**About BeautyMNL:**
BeautyMNL is the leading online destination for beauty and wellness products in the Philippines. We strive to offer our customers the best shopping experience by integrating innovation with customer service. Our team is passionate about empowering beauty enthusiasts and we are continuously searching for individuals who share this enthusiasm.
**Job Overview:**
As a Live Chat Manager at BeautyMNL, you will play a pivotal role in enhancing our customer support experience through real-time engagement. You will oversee the live chat operations, ensuring that customers receive timely, accurate, and friendly assistance. This position requires a blend of strong communication skills, customer service acumen, and a knack for innovation to improve processes and drive engagement.
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**Key Responsibilities:**
1. **Team Leadership:**
- Lead and manage the live chat support team, ensuring that all team members are trained and equipped to deliver exceptional customer service.
- Monitor team performance metrics and provide regular feedback to team members to foster continuous improvement.
2. **Customer Engagement:**
- Respond to customer inquiries in real-time through live chat, ensuring they are addressed in a friendly, professional manner.
- Develop and implement strategies to enhance customer engagement and satisfaction, minimizing response times and improving effectiveness.
3. **Quality Assurance:**
- Regularly review chat transcripts to assess the quality of service provided, ensuring adherence to company guidelines and policies.
- Identify trends or recurring issues based on customer interactions and escalate them to the management team for resolution.
4. **Process Improvement:**
- Evaluate current live chat processes and workflows to identify opportunities for streamlining service delivery and improving customer experience.
- Implement innovative tools and technologies that can enhance live chat operations and customer engagement.
5. **Collaboration:**
- Work closely with other departments, including marketing, sales, and product development, to align customer service initiatives with overall business goals.
- Provide insights and feedback from customer interactions to inform product offerings and marketing strategies.
6. **Reporting:**
- Generate and analyze reports on live chat performance metrics, customer satisfaction levels, and team efficiency to track progress and identify areas for improvement.
- Prepare regular updates for management regarding team performance, customer insights, and industry trends.
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**Requirements:**
1. **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, preferably in an e-commerce or retail environment.
- Previous experience managing a live chat platform is highly desirable.
2. **Skills:**
- Exceptional verbal and written communication skills.
- Proficient in using live chat tools, CRM software, and Microsoft Office Suite.
- Strong analytical skills with the ability to interpret data and provide actionable insights.
3. **Personality Traits:**
- Passionate about customer service and beauty products.
- Adaptable and flexible in a fast-paced work environment with a commitment to continuous learning.
4. **Soft Skills:**
- Innovative mindset with a proactive approach to problem-solving.
- Strong teamwork and collaboration skills, with the ability to motivate and guide team members.
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**Benefits:**
- Travel opportunities to attend beauty events and trainings.
- Paid overtime for additional hours worked beyond standard schedule.
- Relocation allowance for candidates willing to move to Cebu.
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**Working Environment:**
At BeautyMNL, we encourage curiosity and questioning to fuel innovation and growth. Our team thrives on creativity and collaboration, fostering an environment where new ideas are welcomed and valued.
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**Equal Opportunity Statement:**
BeautyMNL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and identities.
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**Application Deadline:** ********
If you are ready to take your career to the next level with a passionate and innovative team, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
