**Job Title: Live Chat Manager - Work from Home**
**Company: Pushkart.ph**
**Location: Davao City, Davao, PH**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6+**
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### Job Description
Pushkart.ph is seeking a passionate and driven Live Chat Manager to join our dynamic team in Davao City. This part-time role is ideal for an experienced professional who is confident in their ability to lead our live chat support operations, ensuring exceptional customer service and satisfaction. As the Live Chat Manager, you will be responsible for overseeing all live chat interactions, developing strategies to optimize our efficiency, and enhancing the overall customer experience.
### Key Responsibilities
- **Team Leadership:** Supervise a team of live chat agents, ensuring all interactions uphold our company's standards for exceptional customer service and engagement.
- **Performance Management:** Monitor agent performance through analytics and customer feedback, providing constructive feedback and coaching to improve service quality.
- **Operational Strategy:** Develop and implement efficient live chat strategies to streamline operations, enhance service delivery, and maximize customer engagement.
- **Customer Interaction:** Handle complex customer inquiries escalated from agents, demonstrating exceptional problem-solving skills and ensuring a positive resolution.
- **Best Practices Development:** Establish standard operating procedures (SOPs) for live chat protocols, maintaining a consistent and high level of service.
- **Training and Development:** Design, implement, and facilitate training programs for new and existing team members to improve their product knowledge and customer engagement techniques.
- **Collaboration:** Work closely with other departments including marketing, product development, and customer support to ensure seamless customer experiences across all channels.
- **Reporting and Analysis:** Analyze live chat metrics and prepare performance reports for management, identifying trends and areas for improvement.
- **Innovation:** Foster a culture of innovation by exploring new tools and technologies to enhance the live chat experience and overall customer satisfaction.
### Requirements
**Education and Experience:**
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 6 years of experience in customer service, with at least 3 years in a leadership role managing live chat support teams.
**Personality Traits:**
- **Driven:** Eager to achieve set goals while staying focused on the company's mission.
- **Confident:** Poised communicator capable of presenting ideas clearly and decisively in a virtual environment.
**Soft Skills:**
- **Adaptability:** Capable of adjusting to new challenges, changing customer needs, and evolving business strategies.
- **Innovation:** Demonstrates creativity and resourcefulness in problem-solving and process improvement.
**Technical Skills:**
- Proficiency in live chat software and helpdesk systems.
- Familiarity with customer relationship management (CRM) tools.
- Strong knowledge of performance analytics and reporting.
### Benefits
- Paid Time Off (PTO)
- Company transportation (if applicable)
- Travel and spending expenses covered for job-related activities
### Working Environment
At Pushkart.ph, we pursue excellence in every endeavor, setting a high standard for achievement within our teams. We encourage an atmosphere of collaboration, innovation, and continuous learning, and we're fully committed to supporting our employees both personally and professionally.
### Application Deadline
Interested candidates should submit their application before **October 5, 2024**.
### Equal Opportunity Statement
Pushkart.ph 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.
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Join us at Pushkart.ph and help shape the future of customer service excellence through live chat! We look forward to receiving your application.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
