Live Chat Manager - Remote Work

Job Description: We are looking for a talented Live Chat Manager to join our team at WESCO International. This is a remote work position based in Hamilton, Waikato, NZ. As a mid-to-senior level professional with at least 7 years of experience in customer service and live chat management, you will be responsible for overseeing our live chat operations and ensuring a seamless customer experience. Responsibilities: - Manage a team of live chat agents, providing guidance and support to ensure high-quality customer interactions - Develop and implement strategies to improve response times, customer satisfaction, and overall efficiency of the live chat system - Monitor chat conversations to identify trends, issues, and opportunities for improvement - Collaborate with other departments to address customer inquiries and resolve issues in a timely manner - Analyze data and metrics to track performance and make data-driven decisions - Stay up-to-date on industry trends and best practices in live chat management Requirements: - 7+ years of experience in customer service and live chat management - Resourceful and adaptable personality traits - Strong critical thinking and planning skills - Excellent communication and interpersonal skills - Ability to work independently and as part of a team - Proficiency in live chat software and customer relationship management tools - Bachelor's degree in a related field preferred Benefits: - Employee discounts - Company transportation - Visa sponsorship Working Environment: At WESCO International, we offer a flexible environment that adapts to change with speed and efficiency. We value diversity and inclusion, and we are committed to creating a supportive and inclusive work environment for all employees. Deadline to Apply: Please submit your application by September 17, 2024. Equal Opportunity Statement: WESCO International 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.