**Job Title:** Online Customer Support Manager
**Company:** PearlPay
**Location:** Antipolo, Calabarzon, PH
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 5
**Job Description:**
PearlPay is seeking a dedicated and hardworking Online Customer Support Manager to join our dynamic team. In this part-time role, you will be responsible for enhancing our customers' experience by effectively managing and optimizing our online support operations. You will play a crucial role in addressing customer inquiries, resolving issues, and ensuring customer satisfaction while fostering a positive environment that embraces diversity and inclusion.
### Responsibilities:
- **Customer Support Management:**
- Oversee the daily operations of the online customer support team, ensuring efficient and effective responses to customer inquiries via various channels, such as email, chat, and social media.
- Develop and maintain a comprehensive knowledge base that enables the team to provide accurate information and resolutions to customer queries.
- Monitor and analyze key performance metrics to evaluate the effectiveness of the customer support team and identify areas for improvement.
- **Issue Resolution:**
- Actively manage and resolve escalated customer issues, ensuring timely solutions and ongoing communication with customers regarding their concerns.
- Collaborate with other departments, including product development and sales, to relay customer feedback and contribute to product improvements and service innovations.
- **Team Leadership:**
- Train, mentor, and support team members in best practices for customer engagement and problem-solving techniques.
- Foster a culture of teamwork and collaboration, encouraging open communication and idea-sharing among team members.
- **Project Management & Planning:**
- Lead initiatives aimed at enhancing the customer support experience, including process optimization, technology integration, and training programs.
- Develop long-term strategies for customer support and ensure alignment with the company's overall goals and objectives.
- **Customer Insight & Feedback:**
- Collect and analyze customer feedback, maintaining an ongoing dialogue with customers to understand their pain points and preferences.
- Conduct regular assessments of customer satisfaction and use insights to suggest actionable improvements to products or services.
### Requirements:
- **Experience:**
- A minimum of 5 years in customer support, with at least 2 years in a managerial role overseeing online customer service teams.
- Proven track record of managing customer service operations and achieving high levels of customer satisfaction.
- **Technical Skills:**
- Familiarity with customer support software, tools, and ticketing systems.
- Proficiency in data analysis and reporting metrics relevant to customer support performance.
- **Soft Skills:**
- Strong project management skills with the ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
- Excellent planning abilities, capable of developing comprehensive strategies for customer support enhancements.
- **Personality Traits:**
- Hardworking, demonstrating commitment and dedication to achieving team goals and customer satisfaction.
- Adaptable and resilient, with the ability to navigate challenges and promote a positive work atmosphere.
### Benefits:
- Attractive retirement plan
- Comprehensive life insurance
- Opportunities for travel and exposure to diverse business cultures
### Working Environment:
PearlPay is committed to fostering diversity and inclusion within our workplace. We embrace varied perspectives and encourage a culture where everyone feels valued and respected.
### Application Deadline:
Please submit your application by **October 2, 2024**.
**Equal Opportunity Statement:**
PearlPay 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, sexual orientation, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
