**Job Title:** Web Chat Manager - Remote Work
**Company:** Puregold Price Club Inc.
**Location:** Antipolo, Calabarzon, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
**Job Description:**
Puregold Price Club Inc. is seeking a highly motivated and experienced Web Chat Manager to join our dynamic team. This individual will play a key role in enhancing our online customer engagement and support initiatives. As a Web Chat Manager, you will be responsible for overseeing our web chat operations, ensuring that our customers receive top-notch service and support. This is a part-time position that offers the flexibility of remote work, perfect for those who thrive in a fast-paced and impactful environment.
**Key Responsibilities:**
1. **Oversee Web Chat Operations:**
- Manage the day-to-day operations of the web chat support team, ensuring prompt and efficient responses to customer inquiries.
- Optimize web chat workflows and processes to improve response times and customer satisfaction levels.
2. **Develop and Implement Strategies:**
- Create and implement effective web chat strategies to enhance customer engagement and retention.
- Analyze customer interactions through web chat, identifying trends and areas for improvement.
3. **Team Management:**
- Lead, mentor, and develop a team of web chat specialists, fostering a culture of teamwork and collaboration.
- Conduct regular training sessions to ensure team members are well-versed in product knowledge and customer service best practices.
4. **Performance Monitoring:**
- Track key performance indicators (KPIs) for web chat interactions, providing regular reports to management on team performance.
- Implement improvements based on performance data to enhance the quality of customer interactions.
5. **Collaboration with Other Departments:**
- Work closely with marketing, sales, and customer service departments to develop unified communication strategies.
- Serve as a liaison between the web chat team and other departments to ensure seamless customer experiences.
6. **Customer Feedback Loop:**
- Establish a continuous feedback loop with customers to gather insights and improve services.
- Address customer issues and escalations, ensuring resolution in a timely and satisfactory manner.
7. **Technology Management:**
- Evaluate and recommend web chat technology solutions to enhance operational efficiency and customer experience.
- Stay updated on industry trends and tools, assessing their applicability to our web chat operations.
**Requirements:**
- **Education and Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years' experience in customer service management, with a focus on web chat or online support.
- **Skills:**
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Proficient in using web chat software and CRM systems; experience with AI integration in customer service is a plus.
- **Personality Traits:**
- Hardworking and resilient, able to adapt to changing environments and manage stress effectively.
- **Soft Skills:**
- Excellent cooperation and teamwork abilities, with a strong focus on achieving collective goals.
- Effective communication and interpersonal skills to engage effectively with both team members and customers.
- **Work Environment:**
- Self-motivated and disciplined, with the ability to work independently while contributing to a collaborative team atmosphere.
**Benefits:**
- Relocation allowance for candidates willing to transition to our area.
- Disability insurance coverage to ensure peace of mind in case of unforeseen circumstances.
- Vision insurance to support your health and wellbeing.
**Application Deadline:** September 21, 2024
**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. All qualified applicants will 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.
If you are passionate about customer service and want to make a difference in the lives of our customers, we encourage you to apply for this exciting opportunity!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
