Job Description: Choice is seeking a motivated and hardworking Chat Support Manager to join our team in Dunedin, Otago, NZ.
As a mid-to-senior level professional with at least 8 years of experience in customer service and chat support, you will be responsible for managing a team of chat support agents and ensuring the highest level of customer satisfaction.
Responsibilities: 1.
Manage a team of chat support agents, including hiring, training, and performance evaluations.
2.
Develop and implement chat support strategies to improve customer satisfaction and efficiency.
3.
Monitor chat support metrics and KPIs to identify areas for improvement and implement solutions.
4.
Collaborate with other departments to ensure a seamless customer experience across all channels.
5.
Handle escalated customer inquiries and provide timely and effective resolutions.
6.
Stay up-to-date on industry trends and best practices in chat support to continuously improve processes.
7.
Foster a culture of teamwork and adaptability within the chat support team.
Requirements: 1.
Bachelor's degree in a related field or equivalent work experience.
2.
8+ years of experience in customer service and chat support, with at least 3 years in a managerial role.
3.
Strong communication and interpersonal skills.
4.
Proven track record of meeting and exceeding customer satisfaction goals.
5.
Ability to work in a fast-paced environment and handle multiple priorities.
6.
Experience with chat support software and CRM systems.
7.
Motivated and hardworking personality traits.
8.
Strong teamwork and adaptability skills.
Benefits: - Parental leave - Vision insurance - Free accommodation Working Environment: At Choice, we embrace a culture that challenges norms and encourages bold thinking.
We believe in fostering a diverse and inclusive workplace where all employees can thrive and grow.
Equal Opportunity Statement: Choice is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.
We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
