**Job Title:** Online Support Manager
**Company:** AllCare
**Location:** Makati, NCR, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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**Job Description:**
AllCare is seeking an experienced and passionate Online Support Manager to join our team in Makati. The ideal candidate will play a crucial role in delivering exceptional online support to our valued customers, ensuring their needs are met, and fostering a positive experience. This part-time position offers flexibility while demanding a high level of commitment and competency.
**Key Responsibilities:**
1. **Customer Support & Management:**
- Oversee online customer service operations, ensuring timely and professional responses to inquiries via email, chat, and social media channels.
- Develop and maintain an FAQ database to enhance self-service resources for customers.
- Analyze customer feedback and support trends to identify areas for improvement and implement corrective actions.
2. **Team Coordination:**
- Train and mentor new team members, ensuring they adhere to company standards and uphold the brand's commitment to customer care.
- Collaborate with other departments (e.g., Product Development, Marketing) to communicate customer insights and feedback effectively.
- Participate in regular team meetings to discuss performance, share best practices, and strategize on enhancing service quality.
3. **Performance Analysis:**
- Collect and analyze data on customer interactions and satisfaction to inform decision-making processes.
- Create and maintain reports on service metrics, including response times, resolution rates, and customer satisfaction scores.
- Utilize analytics tools to continuously assess the efficiency and effectiveness of online support operations.
4. **Process Improvement:**
- Identify opportunities for streamlining workflow processes and implement solutions to improve efficiency in support delivery.
- Lead initiatives for process improvement based on insights and feedback from support interactions.
- Develop and document standard operating procedures (SOPs) for the online support team.
5. **Customer Engagement:**
- Proactively reach out to customers for follow-up interactions to ensure their concerns are resolved satisfactorily.
- Develop customer engagement strategies aimed at increasing loyalty and retention.
- Foster a customer-centric environment that prioritizes and advocates for customer needs.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Experience:** Minimum of 5 years of experience in customer service or online support, with at least 2 years in a management or supervisory role.
- **Technical Skills:** Proficient in using customer support platforms (e.g., Zendesk, Freshdesk) and analytics tools. Familiarity with CRM systems is a plus.
- **Personal Attributes:**
- Passionate about customer satisfaction and service excellence.
- Independent and self-motivated, able to manage time effectively and work autonomously.
- **Soft Skills:**
- Strong analytical mindset with the ability to assess issues critically.
- Excellent cooperative skills with the ability to work well in a team environment.
- Exceptional written and verbal communication skills.
**Benefits:**
- Vision insurance
- Dental insurance
- Opportunities for training and professional development
**Working Environment:**
At AllCare, we cultivate leaders who foster inclusivity and mentorship. We strive to create a supportive atmosphere where every team member feels valued and empowered to contribute to our collective success.
**Application Deadline:** ********
**Equal Opportunity Statement:**
AllCare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals regardless of their background, race, gender, age, sexual orientation, disability status, or any other dimensions of diversity.
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If you are an independent thinker with a passion for delivering top-notch customer service and are looking to make an impact within a dynamic team, we encourage you to apply and join us in our mission to provide exceptional support to our customers!How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.