Job Title: Chat Support ManagerCompany: Beca GroupLocation: Christchurch, Canterbury, NZJob Type: Part-timeSeniority: Mid-to-Senior LevelYears of Experience: 7---Job Description:Beca Group is seeking an experienced and highly motivated Chat Support Manager to join our dynamic team in Christchurch. As a key member of our customer support division, you will play a pivotal role in enhancing our customer engagement through effective and efficient chat support services. The ideal candidate will possess a proven track record in managing chat operations, be resourceful in problem-solving, and resilient in handling diverse customer interactions.Responsibilities:Team Leadership: Lead and mentor a team of chat support representatives, ensuring high performance, motivation, and professional development. Conduct regular trainings to enhance their skills and knowledge in support best practices and product information.Operational Management: Oversee daily chat operations, including response times, customer satisfaction metrics, and issue resolution. Implement best practices to optimize chat workflows and improve overall service quality.Customer Interaction: Address escalated customer inquiries personally, ensuring resolutions are provided swiftly and effectively. Develop and maintain strong relationships with our customers to encourage long-term loyalty.Performance Analysis: Analyze chat support metrics and customer feedback to identify areas for improvement and implement changes to enhance customer experience. Prepare regular reports on team performance and customer satisfaction for upper management.Strategy Development: Collaborate with other departments, such as marketing and product development, to align support strategies with business objectives. Propose and lead initiatives to enhance chat capabilities and introduce new tools or technologies.Quality Assurance: Conduct regular audits of chat interactions to ensure adherence to company standards and policies while providing constructive feedback to team members. Strive for continuous improvement in service delivery.Research & Development: Stay abreast of industry trends and best practices in chat support and customer service. Use this knowledge to recommend innovative solutions and enhancements to the chat support framework.Customer Education: Develop and maintain an updated knowledge base for both customers and team members, including FAQs, troubleshooting guides, and product usage tips to empower customers.Requirements:Education: Bachelor's degree in Communication, Business, or a related field is preferred.Experience: Minimum of 7 years of experience in chat support, with at least 3 years in a managerial or supervisory role.Technical Skills: Familiarity with chat support software, CRM platforms, and customer interaction technologies. Proficient in data analysis and reporting tools.Personality Traits:Resourceful: Ability to think critically and find innovative solutions to challenges that arise in a fast-paced environment.Resilient: Capable of maintaining composure and effectiveness under pressure while managing various customer interactions.Soft Skills:Excellent presentation skills, with the ability to communicate instructions and feedback clearly.Strong research skills and the ability to leverage data to inform decision-making and strategy.Other: Strong organizational skills with a focus on detail and follow-through. Ability to work collaboratively across teams and departments.At Beca Group, we prioritize employee well-being and strive to create a balanced work-life environment through health and wellness initiatives. We understand that our employees are our greatest asset, and we are committed to investing in their growth and satisfaction.Application Deadline:Interested candidates should submit their applications by **********.Equal Opportunity Statement:Beca Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all backgrounds and experiences.---Join us at Beca Group and make a meaningful impact by leading our chat support team toward success! We look forward to your application.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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