Chat Support – Team Lead

Published Date: 2024-02-02
Application Deadine: 2024-02-08

Number of Vacancy(ies): 1
Qualification: Bachelors in marketing; master's in mass communication or digital marketing preferred.
Experience: Minimum 1-year experice in Social Media Support
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.
• Familiarity with omnichannel platforms.
• Basic understanding of Social Media Marketing.
• Creative thinking and problem-solving skills.
• Ability to multitask 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:

• Manage a team of Chat Support agents dealing with customer inquiries via digital channels.
• Ensure service standards are met and maintained.
• Address escalated issues and provide resolutions.
• Analyze service activity data to enhance training and service quality.
• Coach team members on effective inquiry responses.
• Report customer feedback, trends, and issues to stakeholders.
• Provide KPI and trend data to department regularly.
• Oversee day-to-day performance of subordinate staff.
• Monitor and engage with the company’s social media community.
• Assist in hiring and onboarding new employees.
• Report progress and issues to Heads of Departments.
• Conduct regular meetings with all agents.
• Stay updated on industry trends and social media platforms.
• Ensure adherence to company policies and procedures.
• Keep senior management informed about recurring issues.
• Identify root causes of problems and communicate appropriately.

Working Conditions:
• This role involves working in a noisy and fast-paced environment.