**Job Title: Web Chat Manager - Work from Home**
**Company:** Balikbayad
**Location:** Taguig, NCR, PH
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 5+
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**About Balikbayad:**
Balikbayad is dedicated to transcending borders and providing exceptional financial services to our clients globally. Our commitment to collaboration and innovation drives us to foster a working environment where creativity thrives. Join us and be part of a dynamic team that values adaptability, hard work, and emotional intelligence.
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**Job Summary:**
As a Web Chat Manager at Balikbayad, you will play a vital role in enhancing our customer engagement through efficient and responsive chat support. You will oversee the web chat operations, ensuring that our clients receive timely, accurate, and helpful responses to their inquiries. This part-time role is ideal for individuals with strong communication skills, a passion for customer service, and the ability to adapt in a fast-paced environment.
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**Key Responsibilities:**
1. **Manage Web Chat Operations:**
- Oversee daily operations of the web chat support team, ensuring timely and accurate responses to customer inquiries.
- Develop and implement chat strategies to enhance customer satisfaction and engagement.
- Monitor live chat interactions, providing real-time feedback and coaching to team members.
2. **Customer Interaction:**
- Provide exceptional customer service through web chat, addressing inquiries, resolving issues, and guiding customers through our offerings.
- Build rapport with customers while maintaining professionalism and a friendly demeanor.
3. **Data Analysis and Reporting:**
- Analyze chat data to track key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction levels.
- Prepare weekly and monthly reports on chat performance and present findings to management.
- Identify trends and provide actionable insights for process improvement.
4. **Team Collaboration and Training:**
- Collaborate with cross-functional teams, including marketing and product development, to address customer feedback and enhance service offerings.
- Conduct training and onboarding for new team members, sharing best practices and knowledge to uphold service excellence.
5. **Technology Management:**
- Stay updated on the latest web chat technologies and tools that can improve chat operations.
- Coordinate with IT for troubleshooting and optimizing chat software to enhance customer service delivery.
6. **Customer Feedback and Continuous Improvement:**
- Gather and analyze feedback from customers and the web chat team to identify areas for service improvement.
- Lead initiatives to optimize web chat processes and enhance overall customer experiences.
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**Requirements:**
- **Educational Background:**
- Bachelor's degree in Communications, Business Administration, or a related field is preferred.
- **Experience:**
- Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory role focused on web chat support.
- Proven ability to manage multiple priorities in a fast-paced environment.
- **Technical Skills:**
- Proficient in using web chat software and CRM systems.
- Familiarity with analytics tools to track chat performance metrics.
- **Personality Traits:**
- Adaptable and open to change; able to thrive in a dynamic work environment.
- Hardworking with a strong commitment to excellence and detail-oriented approaches.
- **Soft Skills:**
- High emotional intelligence to effectively understand and manage customer emotions.
- Excellent verbal and written communication skills to convey information clearly and effectively.
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**Benefits:**
- **Travel Opportunities:** Be part of international projects and travel as necessary to enhance your expertise and broaden your horizons.
- **Gym Membership:** Encourage a healthy lifestyle with company-sponsored gym memberships.
- **Life Insurance:** Provide peace of mind with life insurance coverage for you and your family.
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**Working Environment:**
Join a company that values global collaboration and fosters a supportive team culture. At Balikbayad, you'll work from the comfort of your home while contributing to a purpose-driven mission to enhance the livelihood of our clients.
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**Deadline to Apply:** October 5, 2024
Balikbayad 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 candidates regardless of gender, race, ethnicity, age, sexual orientation, disability, or any other status.
**Join us today and be a pivotal part of our journey to success!**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
