Chat Support Supervisor
Number of Vacancy(ies): 1
Qualification: A Bachelor’s degree in Marketing is required, with a preference for a Master’s degree in Mass Communication or Digital Marketing.
Experience: 1 Year Supervisor experience in customer service role.
Contract of Employment: Full-time
Job Location: Jawalakhel
Skills and Knowledge:
- Excellent written and verbal communication skills. Nepali Typing Preferred.
- Analytical mindset with the ability to interpret data and draw actionable insights.
- Strong familiarity with omnichannel platforms
- Basic understanding of Social Media Marketing
- Creative thinking and problem-solving skills.
- Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
- Strong leadership and team management abilities.
- Up-to-date with the latest social media trends
Job Duties & Responsibilities:
- Chat Support Supervisor manages a team of service representatives that respond to customer inquiries via digital touch points such as social media (Direct Messages and Comments), Email, Web, or App live Chat and so on.
- Ensures that service standards are established and attained.
- Being a Chat Support Supervisor responds to and resolves escalated issues.
- Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources.
- Chat Support Supervisor coaches team members on best practices for responding to inquiries.
- Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, social media, digital marketing, products, or services.
- Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly, and as needed
- The Chat Support Manager manages subordinate staff in the day-to-day performance of their jobs.
- Ensures that project/department milestones/goals are met and adhering to approved budgets.
- Monitor and engage with the organization’s social media community, responding to comments, messages, and inquiries promptly and professionally.
- Assist in hiring and onboarding new employees.
- Meet with HOD (Heads of Departments) to report the progress and current issues
- Run regular meetings with all the agents
- Stay up to date with industry trends and evolving live chat support and social media platforms.
- Ensure adherence to the company’s policies and procedures
- Keep senior management informed about recurring issues or problems
- Determine root cause of issues and communicate appropriately to internal and external customers
Working Conditions:
- This role requires to work in a noisy and fast paced environment.
Application Deadline: 2024-01-13
To apply for this job please visit www.vianet.com.np.