Live Chat Customer Service Manager

Job Details

Malta Island, Malta Salary: Competitive Salary + Benefits
Sector: Accounting & Finance Type: Permanent
Start Date: ASAP Contact: Ebony Jacks

Live Chat Customer Service Manager | Competitive Salary + Relocation package + Bonus and Benefits package | Financial Sector | Malta



SRGEurope has been appointed to recruit an experienced Live Chat Customer Service Manager for a dynamic and innovative online trading platform.

The Live Chat Customer Service Manager will manage the department in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.



Live Chat Customer Service Manager Responsibilities:


  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Take ownership of customer's issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission.
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Grow chat channel to drive increased revenue growth.
  • Design a chat workflow and staffing strategy to drive revenue growth.
  • Review chat transcripts to provide coaching on sales techniques and customer interactions.
  • Analyze statistics and compile accurate reports.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Keep ahead of industry's developments and apply best practices to areas of improvement.
  • Control resources and utilize assets to achieve qualitative and quantitative targets.
  • Maintain an orderly workflow according to priorities.



Live Chat Customer Service Manager Requirements:



  • Proven working experience as a customer service manager - a must.
  • Experience working with chat rooms - a must.
  • Experience from on line companies - a must.
  • Experience working with chat rooms - big advantage.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • MUST be fluent in English.
  • Working knowledge of customer service software, databases and tools.
  • Awareness of industry's latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientation.
  • BS degree in Business Administration or related field.




Why Malta?


Malta is a Southern European island country consisting of an archipelago in the Mediterranean Sea, full of history, beaches, culture and friendly people. It is easily accessible from most UK airports with a flight time of around just 3 hours. English is Malta's second official language so communication forms no problem. Summer weather is fantastic and the winters are mild. You certainly won't be bored in Malta, from hiking, mountain biking, rock climbing, scuba diving, paragliding, and windsurfing or just relaxing on the beautiful beaches - there really is something for everyone.



To Apply


If you would like to proceed to the next stage press apply now, if you want to know more e-mail us at or call us for Malta +356 277 82156, for Gibraltar +350 200 69999, for UK 0207 183 6462 we look forward to hearing from you.





Live Chat | Customer Service | Malta | Online Trading | Customer Service Manager