**Job Title: Remote Chat Support Manager**
**Company: Storm Technologies**
**Location: Davao City, Davao, PH**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7**
**Deadline to Apply: October 24, 2024**
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**About Storm Technologies:**
At Storm Technologies, we leverage cutting-edge technology to drive innovation and efficiency in the digital landscape. Our mission is to provide exceptional service to our clients while fostering a culture of continuous improvement and collaboration among our team members.
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**Job Overview:**
We are seeking a passionate and reliable Remote Chat Support Manager with at least 7 years of experience to join our dynamic team. This mid-to-senior level position involves managing and enhancing our chat support services to ensure outstanding customer experiences. The ideal candidate will lead a dedicated team, implement best practices, and utilize emotional intelligence and meticulous attention to detail to resolve complex customer inquiries effectively.
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**Key Responsibilities:**
1. **Team Leadership:**
- Oversee and mentor a team of remote chat support agents, promoting a culture of continuous improvement and professional development.
- Conduct regular performance evaluations, provide constructive feedback, and manage training initiatives to enhance team performance.
2. **Chat Support Management:**
- Design, implement, and optimize chat support processes and workflows to maximize efficiency and customer satisfaction.
- Monitor chat interactions to ensure adherence to quality standards, identifying areas for improvement and executing corrective actions as necessary.
3. **Customer Experience Enhancement:**
- Analyze customer feedback and chat reports to identify trends, areas of concern, and opportunities for service improvement.
- Collaborate with other departments, including sales and product development, to address customer issues and enhance overall service delivery.
4. **Reporting and Analytics:**
- Develop and analyze key performance indicators (KPIs) related to chat support metrics, generating reports to inform management and guide strategic decision-making.
- Use data-driven insights to drive continuous improvements and recognize outstanding performance within the team.
5. **Technology Utilization:**
- Leverage technology and tools to automate and streamline chat support operations, enhancing both efficiency and effectiveness.
- Stay updated with the latest trends in chat support technology and methods to ensure the team is utilizing best practices.
6. **Conflict Resolution:**
- Address complex customer inquiries and escalations personally as needed, utilizing emotional intelligence and problem-solving skills to foster positive outcomes.
- Train team members in conflict resolution techniques to enhance the overall customer support experience.
7. **Collaboration and Communication:**
- Foster a collaborative environment by facilitating open communication between chat support and other departments.
- Participate in leadership team meetings and provide insights into customer needs and expectations.
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**Requirements:**
- **Experience:** Minimum of 7 years of experience in customer support, with at least 3 years in a management or supervisory role within chat support.
- **Education:** Bachelor's degree in Business, Communications, or a related field preferred.
- **Technical Skills:** Proficiency in chat support software, CRM systems, and data analytics tools.
**Personality Traits:**
- Passionate about customer service and support excellence.
- Reliable, with a strong commitment to deadlines and team objectives.
**Soft Skills:**
- Exceptional emotional intelligence, enabling positive interactions with both customers and team members.
- Meticulous attention to detail, ensuring high-quality service and accurate reporting.
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**Benefits:**
- Ongoing training and professional development opportunities.
- Parental leave to support work-life balance.
- Relocation allowance for candidates who wish to move closer to our Davao City headquarters.
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**Working Environment:**
Join a team where technology is harnessed to drive innovation and efficiency. We promote a flexible and supportive work atmosphere, allowing you to thrive while delivering exceptional service to our clients.
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**Equal Opportunity Statement:**
Storm Technologies 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, sex, national origin, disability, or veteran status. We encourage applications from individuals of all backgrounds and encourage everyone to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.