**Job Title:** Online Live Chat Manager
**Company:** Revolution Precrafted
**Location:** Antipolo, Calabarzon, Philippines
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6
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**About Revolution Precrafted:**
Revolution Precrafted is a forward-thinking company specializing in the design and construction of prefabricated structures. Our innovative approach and commitment to excellence make us a leader in our industry. We prioritize creativity and collaboration, fostering an environment that nurtures innovation and supports professional growth.
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**Position Overview:**
As the Online Live Chat Manager, you will be pivotal in enhancing our customer engagement strategy. You will be responsible for overseeing the live chat operations, ensuring exemplary customer service, and driving conversions through effective communication. This role requires a proactive individual with a passion for assisting customers and the ability to manage a team that thrives in a fast-paced online environment.
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**Key Responsibilities:**
1. **Team Management:**
- Lead, train, and mentor a team of live chat agents to provide high-quality customer service.
- Establish performance metrics and KPIs for the live chat team and conduct regular performance reviews.
- Develop training programs that equip team members with the necessary skills and knowledge to excel in their roles.
2. **Customer Engagement:**
- Oversee daily live chat operations ensuring timely and effective responses to customer inquiries.
- Utilize customer interaction data to improve service quality and enhance user experience.
- Develop and implement strategies to increase customer engagement and satisfaction.
3. **Operational Excellence:**
- Monitor chat metrics and generate reports to assess team performance and customer interactions.
- Identify trends in customer inquiries to proactively address common issues and improve processes.
- Collaborate with other departments, such as marketing and sales, to align chat initiatives with broader company goals.
4. **Quality Control:**
- Conduct regular audits of chat conversations to ensure compliance with company policies and standards.
- Provide constructive feedback to team members to enhance their communication skills and service delivery.
5. **Strategic Development:**
- Stay updated on the latest trends in live chat technology and customer service best practices.
- Propose enhancements to the live chat platform and tools to improve efficiency and effectiveness.
- Work with the marketing team to create targeted campaigns and promotions that can be communicated through live chat.
6. **Customer Feedback Management:**
- Collect and analyze customer feedback from chat interactions to inform product development and service improvements.
- Address escalated customer issues that require specialized attention, ensuring resolution and customer satisfaction.
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**Qualifications:**
- Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- Minimum 6 years of experience in customer support, with at least 3 years in a supervisory or managerial role specifically in live chat or online customer service.
- Strong understanding of customer engagement strategies and best practices for live chat communication.
- Proven track record of successfully managing and developing teams in a customer service environment.
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**Required Skills and Attributes:**
- **Personality Traits:**
- Reliable: Demonstrated ability to consistently meet deadlines and perform at a high level.
- Driven: Self-motivated and committed to achieving individual and team goals.
- **Soft Skills:**
- Excellent negotiation skills to effectively manage customer expectations and resolve conflicts.
- Outstanding presentation skills to convey information clearly and persuasively to diverse audiences.
- Proficient in using live chat software and customer relationship management (CRM) tools.
- Strong analytical skills to evaluate data and identify performance improvement opportunities.
- Excellent interpersonal and communication skills, both written and verbal.
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**Benefits:**
- Parental leave to support your family needs.
- Relocation allowance for candidates who need to move closer to our company.
- Free accommodation for the duration of your employment.
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**Working Environment:**
At Revolution Precrafted, we believe in unleashing creativity in a setting that celebrates and nurtures innovation. Join our forward-thinking team where your ideas and contributions will help shape the future of our customer service approach.
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**Application Deadline:**
Please submit your application by October 21, 2024.
**Equal Opportunity Statement:**
Revolution Precrafted is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability status.
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If you are passionate about customer service and ready to take the next step in your career, we encourage you to apply for the Online Live Chat Manager position at Revolution Precrafted. We look forward to meeting you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.