Chat Support Supervisor

  • Full Time
  • Jawalakhel
  • Applications have closed

Website Vianet Communication Ltd.

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

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