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.

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.

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