Job Description: CSX is seeking a dedicated and resourceful Chat Support Manager to join our team on a part-time basis. This role will be remote, allowing you to work from the comfort of your own home in Christchurch, Canterbury, NZ. As a mid-to-senior level professional with at least 7 years of experience in chat support management, you will be responsible for leading a team of chat support agents to provide excellent customer service and support to our clients. Responsibilities: Manage and oversee a team of chat support agents, including hiring, training, and performance management Develop and implement chat support strategies and processes to improve efficiency and effectiveness Monitor chat support metrics and KPIs to ensure team performance meets company standards Handle escalated customer inquiries and issues, providing timely and satisfactory resolutions Collaborate with other departments, such as customer service and product development, to ensure a seamless customer experience Stay up-to-date on industry trends and best practices in chat support management Provide regular reports and updates to senior management on team performance and customer feedback Requirements: 7+ years of experience in chat support management Strong leadership and team management skills Excellent communication and interpersonal skills High emotional intelligence and ability to remain calm under pressure Proven experience in presenting information effectively to both internal and external stakeholders Ability to work independently and make decisions autonomously Proficiency in chat support software and tools Bachelor's degree in business or a related field (preferred) Personality Traits: Dedicated Resourceful Soft Skills: Emotional intelligence Presentation Benefits: Relocation allowance Remote work flexibility Employee discounts Working Environment: At CSX, we provide a flexible environment that adapts to change with speed and efficiency. We believe in empowering our employees to succeed and thrive in a dynamic and fast-paced work environment. Deadline to Apply: 2024-08-14 Equal Opportunity Statement: CSX is an equal opportunity employer and is committed to providing a workplace that is free from discrimination and harassment. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr
