Job Description:
Workbean is seeking a dedicated and resilient Online Support Manager to join our team in Cebu, Central Visayas, Philippines. As an Associate Level position, the Online Support Manager will be responsible for providing exceptional online support to our users and ensuring a seamless experience on our platform.
Responsibilities:
1. Respond to user inquiries and provide timely and accurate support via email, chat, and phone.
2. Troubleshoot technical issues and escalate to the appropriate team when necessary.
3. Conduct research to identify trends and patterns in user feedback and suggest improvements to enhance user experience.
4. Collaborate with the product development team to implement new features and enhancements based on user feedback.
5. Monitor user activity and engagement on the platform and provide insights to the marketing team for targeted campaigns.
6. Develop and maintain a knowledge base of frequently asked questions and best practices for users.
7. Assist in training new support team members and provide ongoing support and guidance.
Requirements:
1. Minimum of 5 years of experience in online support or customer service.
2. Strong communication skills and the ability to effectively persuade and influence others.
3. Excellent research skills to gather and analyze data to improve user experience.
4. Ability to work independently and prioritize tasks in a fast-paced environment.
5. Proficiency in using support tools and platforms such as Zendesk or Freshdesk.
6. Bachelor's degree in a related field is preferred.
Personality Traits:
1. Resilient - able to handle challenging situations and remain calm under pressure.
2. Dedicated - committed to providing exceptional support to users and going above and beyond to meet their needs.
Soft Skills:
1. Persuasion - ability to convince users to take desired actions or adopt new features.
2. Research - adept at gathering and analyzing data to make informed decisions.
Benefits:
1. Free accommodation for part-time employees.
2. Visa sponsorship for eligible candidates.
3. Training and professional development opportunities to enhance skills and knowledge.
Working Environment:
Join a company that pioneers change and sets industry benchmarks. Be part of a dynamic team that values innovation and collaboration.
Equal Opportunity Statement:
Workbean is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.
Deadline to apply: September 10, 2024. Apply now to be part of our growing team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
