**Job Title:** Web Chat Manager - Work from Home
**Company:** Gcash
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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### **Job Description**
Gcash is seeking a highly motivated and skilled **Web Chat Manager** to oversee our web chat operations and enhance customer engagement through digital channels. This is a part-time position that offers the flexibility of working from home while being an integral part of our customer service team. The ideal candidate will have a strong background in chat support, excellent problem-solving skills, and the ability to work independently in a fast-paced environment.
### **Responsibilities**
- **Chat Operations Management:**
- Develop and implement strategies to improve chat response times and customer satisfaction ratings.
- Monitor and analyze live chat interactions to identify trends, areas for improvement, and opportunities for enhancing service delivery.
- Coordinate with the customer service team to ensure seamless integration of chat support with other customer interaction channels.
- **Team Supervision and Training:**
- Recruit, train, and onboard new chat support agents, ensuring they are well-equipped to handle customer inquiries effectively.
- Foster a collaborative and high-performance culture within the team to achieve departmental goals.
- Provide ongoing coaching and performance feedback to team members to enhance their skills and service delivery capacities.
- **Customer Interaction:**
- Directly engage with customers via chat, addressing inquiries and concerns professionally and promptly.
- Escalate complex queries to appropriate departments and ensure timely resolution to enhance customer experience.
- Gather customer feedback through chat interactions to inform improvements and adjustments in service offerings.
- **Performance Analysis:**
- Utilize chat analytics tools to monitor performance metrics and report on key outcomes to management.
- Identify and implement best practices and innovative approaches to improve the efficiency and effectiveness of the chat support system.
- **Process Improvement:**
- Collaborate with product development and marketing teams to refine chat scripts and FAQ resources for accuracy and relevance.
- Evaluate current systems and recommend upgrades or enhancements to ensure a streamlined operation.
### **Requirements**
- **Education & Experience:**
- Bachelor's degree in Communications, Business, or a related field preferred.
- Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory/managerial role focused on digital support channels, particularly web chat.
- **Personality Traits:**
- Independent and results-driven individual with a strong work ethic.
- Passionate about providing extraordinary customer support and achieving excellence.
- **Soft Skills:**
- Exceptional problem-solving capabilities to effectively address customer issues and improve service processes.
- Strong communication skills, both written and verbal, to articulate solutions clearly and effectively to team members and customers.
- **Technical Skills:**
- Proficiency in using chat support software and customer relationship management (CRM) applications.
- Familiarity with data analysis tools to evaluate chat performance metrics and derive insights.
### **Benefits**
- Dental insurance coverage.
- Opportunities for travel to company-sponsored events and engagements.
- Disability insurance to ensure health and financial security.
### **Working Environment**
At Gcash, we pursue excellence in every endeavor, setting a high standard for achievement across all teams. We believe in empowering our employees to excel while providing them with the necessary tools and support to thrive in their roles.
### **Deadline to Apply**
Please submit your application by **October 10, 2024**.
### **Equal Opportunity Statement**
Gcash 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
