**Job Title:** Online Live Chat Manager
**Company:** mClinica
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8+
---
### Job Description
mClinica is seeking a passionate and experienced Online Live Chat Manager to join our dynamic team in Cebu. This role involves overseeing the online live chat operations, ensuring exceptional service delivery and enhancing customer engagement through strategic management of our chat agents. The ideal candidate will have extensive experience in managing online communication channels and a solid understanding of customer service best practices.
### Key Responsibilities
- **Team Leadership:**
- Recruit, train, and mentor a team of live chat agents, fostering a positive environment where team members can excel.
- Conduct performance evaluations and provide constructive feedback to support agents in meeting their goals.
- **Operational Management:**
- Develop and implement effective live chat strategies to enhance customer satisfaction and drive engagement.
- Monitor chat interactions, analyze data, and identify trends to improve service efficiency and effectiveness.
- **Customer Support Excellence:**
- Ensure that all customer inquiries are handled promptly and professionally, maintaining high standards of service.
- Resolve escalated customer issues and complaints quickly and efficiently, leveraging excellent problem-solving skills.
- **Performance Analysis:**
- Track and report key performance indicators (KPIs) related to live chat interactions, providing insights and recommendations for continuous improvement.
- Conduct regular training sessions and workshops to keep the team updated on best practices and industry trends.
- **Process Development:**
- Collaborate with other departments to refine and improve processes that enhance the overall customer experience.
- Stay informed about the latest technologies and tools that can elevate our live chat services.
- **Creative Solutions:**
- Develop and implement innovative strategies to boost customer interaction and satisfaction rates.
- Engage with customers through various channels to understand their needs and preferences, using insights to tailor the live chat experience.
### Requirements
- **Experience:** 8+ years in customer service or online management roles, with at least 3 years of experience specifically in managing live chat or similar online communication platforms.
- **Education:** Bachelor's degree in Business Administration, Communication, Marketing, or a related field is preferred.
- **Technical Proficiency:** Familiarity with live chat software and customer relationship management (CRM) systems.
- **Soft Skills:**
- Strong cooperation and teamwork skills, capable of building relationships across various departments.
- Creative mindset with a knack for developing innovative approaches to improve customer engagement.
- **Personality Traits:**
- Hardworking and dedicated, with a confident demeanor that inspires trust and respect.
- Excellent interpersonal skills, allowing for effective communication with customers and team members alike.
### Benefits
- Visa sponsorship for qualified candidates
- Company transportation to and from the workplace
- Gym membership to promote health and well-being
### Working Environment
At mClinica, we empower our employees to take ownership and make impactful decisions. We foster a collaborative and creative atmosphere where new ideas are welcomed, and individual contributions are recognized.
### Application Deadline
Please submit your application by **September 20, 2024**.
### Equal Opportunity Statement
mClinica 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.
---
Join us at mClinica and be a part of a team committed to transforming healthcare in Southeast Asia through innovative solutions and exceptional service!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
