Job Description:
Navient is seeking a passionate and energetic Chat Support Manager to join our team on a full-time remote basis in Wellington, New Zealand. As an Associate Level Chat Support Manager, you will be responsible for overseeing a team of chat support agents, ensuring the delivery of exceptional customer service and support.
Responsibilities:
1. Manage and lead a team of chat support agents, providing guidance, coaching, and mentorship.
2. Monitor chat support performance metrics and KPIs to ensure team goals are met or exceeded.
3. Develop and implement strategies to improve chat support efficiency and customer satisfaction.
4. Collaborate with other departments to address customer issues and escalations in a timely manner.
5. Conduct regular performance evaluations and provide feedback to team members.
6. Stay up-to-date on industry trends and best practices in chat support management.
7. Create and deliver presentations to senior management on team performance and initiatives.
8. Foster a positive and inclusive working environment that promotes teamwork and collaboration.
9. Handle escalated customer inquiries and provide resolutions as needed.
10. Assist in recruiting, training, and onboarding new chat support agents.
Requirements:
1. Bachelor's degree or equivalent work experience.
2. Minimum of 5 years of experience in chat support or customer service.
3. Proven leadership skills with the ability to motivate and inspire a team.
4. Excellent communication and presentation skills.
5. Strong problem-solving abilities and attention to detail.
6. Ability to work independently and prioritize tasks effectively.
7. Proficiency in chat support software and CRM systems.
8. Passion for delivering exceptional customer service.
9. Energetic and enthusiastic attitude towards work.
10. Ability to work remotely and manage a virtual team effectively.
Benefits:
1. Relocation allowance for eligible candidates.
2. Gym membership reimbursement.
3. Paid overtime opportunities.
4. Opportunities for career growth and development.
Working Environment:
At Navient, we strive to inject a sense of joy and vibrancy into the work environment. We believe in fostering a positive and inclusive culture where every team member feels valued and supported.
Deadline to Apply:
Interested candidates should submit their applications by September 9, 2024.
Equal Opportunity Statement:
Navient is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
