**Job Title: Online Web Chat Manager**
**Company:** Puregold Price Club Inc.
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
Puregold Price Club Inc. is seeking a motivated and experienced Online Web Chat Manager to oversee our virtual customer engagement team. In this pivotal role, you will be responsible for enhancing our online communication strategies to foster outstanding customer experiences. Your expertise will contribute to achieving Puregold's mission of providing exceptional service and transforming the shopping experience for our customers.
**Key Responsibilities:**
- **Team Leadership:** Lead and manage a team of online chat agents, providing ongoing training, support, and performance evaluations to enhance team productivity and ensure high-quality customer interactions.
- **Chat Strategy Development:** Develop and implement effective online chat strategies that align with business goals. Regularly review chat processes and workflows to identify areas for improvement.
- **Customer Engagement:** Monitor live chat interactions, ensuring that agents are providing prompt, effective, and knowledgeable assistance to customer inquiries. Resolve complex customer concerns in real-time to maintain high satisfaction rates.
- **Performance Metrics:** Establish performance metrics for the online chat team and prepare reports on customer interactions, team performance, and chat conversion rates. Use data to inform business decisions and propose enhancements to the chat service.
- **Technical Integration:** Collaborate with IT and software vendors to optimize chat software and technology. Ensure all tools and platforms are functioning correctly and align with marketing strategies.
- **Content Management:** Create and maintain a knowledge base and chat script that ensures agents have accurate and comprehensive resources at their fingertips. Regularly update content based on product changes and customer feedback.
- **Training and Development:** Design and implement ongoing training programs for chat agents, focusing on soft skills, product knowledge, and customer service best practices.
- **Customer Feedback:** Gather and analyze customer feedback via chat, identifying trends and concerns to relay to other departments for service improvement.
- **Collaboration:** Work closely with marketing, sales, and customer service departments to ensure cohesive messaging across all platforms and a unified approach to customer engagement.
- **Policy Compliance:** Ensure that all chat interactions adhere to company policies and procedures, protecting customer privacy and maintaining confidentiality.
**Requirements:**
- **Experience:** Minimum of 8 years in customer service, with at least 3 years in a lead or managerial role focused on online chat or similar virtual communication platforms.
- **Educational Background:** Bachelor's degree in Business Administration, Marketing, Communication, or a related field preferred.
- **Personality Traits:**
- Hardworking and self-motivated, with a proactive approach to problem-solving.
- Resourceful and adaptable, able to navigate challenges and leverage available resources effectively.
- **Soft Skills:**
- Exceptional attention to detail, ensuring all communication is clear, professional, and accurate.
- High emotional intelligence, capable of empathetically responding to customer needs and managing team dynamics effectively.
- **Technical Skills:** Proficient in customer service software and tools, chat platforms, and data analysis. Familiarity with CRM systems is a plus.
- **Communication Skills:** Outstanding verbal and written communication skills, with a strong ability to convey information succinctly and positively.
- **Remote Work Capability:** Strong self-discipline and time management skills to excel in a remote work environment.
**Benefits:**
- Opportunities for training and professional development.
- Disability insurance coverage.
- Flexibility for remote work arrangements.
**Working Environment:**
At Puregold Price Club Inc., we are committed to fostering an inclusive work environment that supports our employees in both their personal and professional development. We encourage collaboration, creativity, and open communication to empower our team members to excel in their roles.
**Deadline to Apply:** ********
**Equal Opportunity Statement:**
Puregold Price Club Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We ensure that all qualified applicants 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
