**Job Title:** Live Chat Manager - Work from Home
**Company:** Lazada Philippines
**Location:** Pasig, NCR, PH
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 8+
---
**Job Description:**
As a Live Chat Manager at Lazada Philippines, you will play a pivotal role in enhancing our customer experience by overseeing our live chat operations. In this part-time position, you will be responsible for leading a passionate team, optimizing chat processes, providing top-tier customer service, and ensuring that our brand values are reflected in every conversation. Your role will directly impact customer satisfaction and loyalty.
**Key Responsibilities:**
1. **Team Leadership:**
- Guide and mentor a team of live chat agents in delivering exceptional customer service.
- Develop training programs to equip staff with the necessary skills and knowledge for live chat interactions.
- Foster a collaborative environment that encourages creativity and inclusivity.
2. **Operational Management:**
- Monitor live chat performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Implement best practices and standard operating procedures (SOPs) for efficient chat management.
- Assess and adjust staffing needs based on peak hours and customer demand.
3. **Customer Interaction:**
- Respond to customer inquiries in a timely and engaging manner, maintaining professionalism and a friendly demeanor.
- Handle escalated issues with critical thinking and problem-solving skills, ensuring efficient resolution while maintaining customer trust.
4. **Quality Assurance:**
- Conduct regular audits of chat interactions to ensure adherence to quality standards.
- Collect and analyze feedback from customers to identify areas for improvement in service delivery.
- Collaborate with the Customer Experience team to develop innovative strategies to enhance overall customer satisfaction.
5. **Reporting and Analytics:**
- Generate performance reports and present findings to senior management, highlighting trends and insights.
- Utilize analytics tools to measure chat effectiveness and make data-driven decisions.
6. **Collaboration:**
- Work closely with other departments, including Marketing, Logistics, and IT, to align communication strategies and resolve cross-functional issues.
- Contribute to the development of a consistent brand voice across all communication platforms.
7. **Continual Improvement:**
- Stay updated with industry trends and customer preferences, applying innovative techniques to improve chat interactions.
- Participate in training and development programs to enhance personal and team skills continuously.
**Requirements:**
- **Experience:** Minimum of 8 years in customer service or related fields, with at least 3 years in a managerial or supervisory role, preferably in a live chat environment.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Personality Traits:**
- Confident in managing teams and customer interactions.
- Passionate about providing an exceptional customer experience.
- **Soft Skills:**
- Creativity to design engaging customer interactions and innovative solutions.
- Critical thinking to assess situations and provide effective resolutions quickly.
- **Technical Skills:**
- Proficiency in live chat software and customer relationship management (CRM) tools.
- Familiarity with data analysis tools and customer feedback systems.
**Benefits:**
- Comprehensive medical coverage.
- Paid overtime for additional hours worked.
- Life insurance for added peace of mind.
**Working Environment:**
Join a company that cultivates leaders who foster inclusivity and mentorship. At Lazada Philippines, we prioritize professional development and support a culture that encourages collaboration, creativity, and diversity in the workplace.
**Application Deadline:**
Please submit your application by October 6, 2024.
---
**Equal Opportunity Statement:**
Lazada Philippines 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 experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
