**Job Title: Remote Chat Support Manager**
**Company: Tanduay Distillers, Inc.**
**Location: Pasig, NCR, PH**
**Job Type: Part-time**
**Seniority: Associate Level**
**Years of Experience: 5**
**Deadline to Apply: ******** **
### Job Description
Tanduay Distillers, Inc., a leading name in the spirit industry, is seeking a dedicated and adaptable Remote Chat Support Manager to join our dynamic team. This part-time position will play a pivotal role in enhancing customer satisfaction through effective management of our chat support services. As we continue to grow our operations, we seek a proactive individual who is committed to excellence and possesses strong planning and strategic planning skills.
### Key Responsibilities
- **Team Management:**
- Oversee and manage a team of chat support representatives, ensuring they are well-trained and equipped to handle customer inquiries efficiently.
- Schedule shift rotations and manage workloads to maintain optimal service levels during peak and off-peak hours.
- **Customer Interaction:**
- Develop and implement best practices for customer interactions in online chat environments, ensuring accuracy, professionalism, and empathy.
- Conduct regular evaluations of chat transcripts to provide constructive feedback and identify training needs for team members.
- **Technology Utilization:**
- Utilize chat support software effectively to monitor conversations and enhance customer experience.
- Collaborate with the IT department to troubleshoot issues related to chat platforms and tools.
- **Performance Monitoring and Reporting:**
- Establish and track key performance indicators (KPIs) to assess the effectiveness of the chat support team.
- Generate comprehensive reports on chat support operations, outlining performance metrics, customer satisfaction levels, and areas for improvement.
- **Strategic Planning:**
- Contribute to the creation and execution of strategic initiatives aimed at enhancing customer support and experience.
- Collaborate with marketing and sales teams to ensure alignment on customer-related campaigns and promotions.
- **Problem Resolution:**
- Act as the escalation point for complex customer inquiries and concerns, ensuring timely resolution and customer satisfaction.
- Develop and refine internal processes to streamline communication and resolution efforts.
- **Training and Development:**
- Facilitate ongoing training sessions for chat support staff, focusing on evolving product knowledge and customer service techniques.
- Organize mentorship programs to foster growth and professional development within the team.
### Requirements
- **Education:**
- Bachelor's degree in a relevant field (e.g., Business Administration, Communications, or related discipline).
- **Experience:**
- A minimum of 5 years of experience in customer service management, particularly in a chat support environment.
- Demonstrated experience in team management and performance evaluation.
- **Technical Skills:**
- Proficient in utilizing chat support software and other related customer relationship management (CRM) tools.
- Basic understanding of analytics and reporting tools to evaluate performance metrics.
- **Personality Traits:**
- **Dedicated:** Strong commitment to excellence and team success.
- **Adaptable:** Ability to thrive in a fast-paced and evolving environment, adjusting strategies as necessary.
- **Soft Skills:**
- **Planning:** Excellent organizational skills with the ability to prioritize tasks and manage time effectively.
- **Strategic Planning:** Capable of developing long-term strategies that align with company goals and enhance customer experience.
### Benefits
- Relocation allowance for qualified candidates relocating to join our team.
- Parental leave provisions to support family growth and well-being.
- Employee discounts on our range of products as a valued member of Tanduay Distillers, Inc.
### Working Environment
At Tanduay Distillers, Inc., we cultivate leaders who foster inclusivity and mentorship. We encourage a culture where every voice is heard, and innovation is nurtured. Join us in creating an environment that values diversity, collaboration, and empowerment.
### Equal Opportunity Statement
Tanduay Distillers, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals, regardless of race, gender, age, sexual orientation, disability, or any other dimension of diversity.
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Interested candidates are invited to apply by the deadline of **October 2, 2024**. We look forward to welcoming you to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
