**Job Title: Remote Live Chat Manager**
**Company: Machine Ventures**
**Location: Davao City, Davao, PH**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 8+**
**About Us:**
Machine Ventures is at the forefront of harnessing technology to drive innovation and efficiency in the digital landscape. We pride ourselves on creating an environment that fosters creativity, collaboration, and growth. As we continue to expand our reach, we are looking for a dedicated Remote Live Chat Manager to join our dynamic team.
**Job Overview:**
As a Remote Live Chat Manager at Machine Ventures, you will be responsible for overseeing our live chat operations, engaging with clients in real-time, and ensuring an exceptional customer experience. You will lead a team of chat agents, strategize communication approaches, and optimize chat performance metrics. This role necessitates a driven and resilient individual with substantial experience in customer service management, particularly in a digital environment.
**Responsibilities:**
- **Team Leadership:** Recruit, train, and manage a remote team of live chat agents. Foster a positive team environment focused on productivity and motivation.
- **Strategy Development:** Design and implement effective live chat strategies that enhance customer engagement and satisfaction. Identify trends in inquiries and adjust communication approaches accordingly.
- **Performance Monitoring:** Track and analyze chat performance metrics, including response time, resolution rate, and customer satisfaction scores. Utilize data to drive improvements and optimize processes.
- **Customer Interaction:** Engage with customers in real-time via chat, providing timely and effective support for inquiries, complaints, and technical issues. Demonstrate exceptional persuasive skills to convert potential leads and assist customers in making informed decisions.
- **Feedback Loop:** Collaborate with product and marketing teams to relay customer feedback and insights gathered through live interactions, ensuring continuous improvement in service offerings.
- **Research and Development:** Conduct regular research to remain updated on industry best practices and emerging technologies that can enhance live chat operations.
- **Reporting:** Prepare and present detailed reports on team performance, customer satisfaction, and operational efficiency to senior management. Suggest data-driven recommendations for growth.
- **Crisis Management:** Resolve escalated customer issues effectively and efficiently, utilizing your resilience to navigate stressful situations and maintain a positive customer outlook.
- **Collaboration:** Work with cross-functional teams to achieve organizational goals, ensuring alignment between live chat operations and overall company strategies.
**Requirements:**
- **Experience:** Minimum of 8 years of experience in customer service management, with at least 3 years in a live chat or digital communications role.
- **Technical Proficiency:** Strong understanding of live chat software and customer relationship management (CRM) tools. Experience with analytics tools for performance tracking is a plus.
- **Personality Traits:** A driven and resilient individual who thrives in fast-paced environments and is capable of guiding a team through challenges and changes.
- **Soft Skills:** Excellent persuasive communication skills, fostering customer relationships effectively. Strong research abilities to understand client needs and industry trends.
- **Flexibility:** Ability to work flexible hours and manage a remote team effectively, ensuring consistent support during peak chat hours.
**Benefits:**
- Life insurance
- Paid sick leave
- Remote work flexibility that allows you to balance your professional and personal life
**Working Environment:**
Join an innovative team where technology is harnessed to drive efficiency and create new opportunities. At Machine Ventures, you will find an encouraging work atmosphere that values contributions from every team member and emphasizes continuous improvement.
**Deadline to Apply:**
Interested candidates are encouraged to apply by **October 5, 2024**.
**Equal Opportunity Statement:**
Machine Ventures is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Join us at Machine Ventures and bring your expertise to a role where you can truly make an impact!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
