**Job Title: Live Chat Manager**
**Company: Meralco**
**Location: Taguig, NCR, PH**
**Job Type: Full-Time**
**Seniority Level: Mid-to-Senior Level**
**Years of Experience: 6**
**Company Overview:**
At Meralco, we are a leading electric distribution company in the Philippines, committed to delivering exceptional service to our customers. We pride ourselves on creating an inclusive and collaborative work environment where every employee is valued, and we strive to build strong connections among our team members.
**Job Overview:**
We are seeking a talented and motivated Live Chat Manager to lead our online customer engagement initiatives. The ideal candidate will be responsible for overseeing the day-to-day operations of our live chat services, ensuring top-notch customer support while continuously enhancing the chat experience. This role requires a blend of leadership, strategic thinking, and creativity to successfully implement best practices in customer engagement and communication.
**Key Responsibilities:**
1. **Team Leadership:**
- Recruit, train, and supervise a team of live chat agents to ensure a high level of service and customer satisfaction.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Foster a collaborative and motivating team environment, where team members feel valued and empowered.
2. **Operational Management:**
- Oversee the daily operations of the live chat service, ensuring smooth functionality and quick resolution of customer queries.
- Monitor chat interactions to ensure that quality standards and service level agreements (SLAs) are met.
- Develop and maintain chat scripts and knowledge base content to optimize responses.
3. **Strategy Development:**
- Analyze chat performance metrics and customer feedback to identify areas for improvement.
- Collaborate with the marketing and sales teams to incorporate chat functionalities into customer engagement strategies.
- Innovate and implement new chat tools and technologies to enhance customer experience.
4. **Customer Experience Enhancement:**
- Design and conduct training workshops for staff on effective communication, problem-solving, and presentation skills.
- Gather customer insights and feedback to enhance the chat service and overall customer experience.
- Promote a customer-first approach by ensuring that all chat interactions are personable, helpful, and lead to resolution.
5. **Reporting and Analysis:**
- Prepare regular reports on chat performance, including customer satisfaction scores and resolution times, for senior management.
- Use analytics to assess the effectiveness of chat operations and recommend changes based on data-driven insights.
6. **Cross-Functional Collaboration:**
- Work closely with other departments (e.g., IT, customer service, and operations) to ensure a seamless customer experience across all channels.
- Act as a point of contact between the live chat team and other functions, addressing any interdepartmental concerns.
**Requirements:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service, preferably in a live chat management or supervisory role.
- Proven track record of successfully leading a team, with strong leadership and motivational skills.
- Excellent verbal and written communication skills in English; proficiency in Filipino is a plus.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficient in using live chat software and CRM tools; experience with analytics tools is advantageous.
- Creative mindset with strong presentation skills, able to effectively share ideas and concepts.
**Personality Traits:**
- Highly motivated and energetic individual with a passion for providing outstanding customer service.
- Strong ability to inspire and motivate team members, promoting an environment of positivity and collaboration.
**Benefits:**
- Paid Time Off (PTO)
- Visa Sponsorship for eligible candidates
- Comprehensive Medical Coverage
**Working Environment:**
At Meralco, we believe in fostering a vibrant workplace where teamwork and strong connections are at the forefront. We treat our colleagues like an extended family, prioritizing a supportive and collaborative atmosphere where everyone can thrive.
**Deadline to Apply:**
Please submit your application by October 4, 2024.
**Equal Opportunity Statement:**
Meralco is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
