**Job Title: Online Chat Support Manager** **Company: Mohawk Industries** **Location: Auckland, Auckland, NZ** **Job Type: Full-time** **Seniority: Mid-to-Senior Level** **Years of Experience: 7** --- ### Job Description Mohawk Industries, a leader in flooring solutions, is seeking an **Online Chat Support Manager** to join our dynamic team in Auckland.
This position plays a critical role in enhancing our customer engagement through online chat platforms and ensuring that we deliver exceptional support services.
As the Online Chat Support Manager, you will drive the success of our online customer service initiatives, leading a team that is passionate about providing top-tier assistance.
### Key Responsibilities - **Team Leadership**: - Recruit, train, and manage a team of online chat support representatives.
- Foster a positive and productive team environment that encourages employee engagement and professional growth.
- Set performance metrics and conduct regular evaluations to ensure high service standard adherence.
- **Operational Oversight**: - Develop and implement best practices for chat support operations to optimize customer satisfaction.
- Monitor live chat interactions and gather feedback to improve team performance and service delivery.
- Analyze chat data to identify trends and potential areas for improvement.
- **Customer Experience Enhancement**: - Create strategies to enhance the online customer experience, ensuring prompt and effective resolution of customer queries.
- Collaborate with other departments to address complex customer issues and streamline processes.
- Stay updated on product knowledge to provide comprehensive support and training to your team.
- **Reporting and Analytics**: - Prepare and present regular reports on team performance, customer feedback, and service metrics to senior management.
- Utilize data analytics to inform decision-making and drive continuous improvement initiatives.
- **Innovation and Strategy Development**: - Encourage calculated risk-taking within the team to drive innovation in service delivery.
- Develop and test new customer engagement tactics to enhance our online presence and responsiveness.
- **Cross-Functional Collaboration**: - Work closely with Marketing, Sales, and IT teams to strengthen customer outreach and develop effective support tools.
- Serve as a key liaison between customer support and other departments to align on goals and initiatives.
### Qualifications - **Experience**: A minimum of 7 years of experience in customer support, with at least 3 years in a managerial role, preferably within an online chat environment.
- **Education**: Bachelor's degree in Business, Communications, or a related field is preferred.
- **Technical Proficiency**: Familiarity with online chat support tools and CRM software.
Strong computer skills with proficiency in Microsoft Office Suite.
- **Communication Skills**: Exceptional verbal and written communication skills, capable of conveying information clearly and effectively to team members and customers alike.
### Personality Traits - **Passionate**: A genuine enthusiasm for helping others and improving customer experiences.
- **Hardworking**: Demonstrates a strong work ethic and dedication to achieving personal and team goals.
### Soft Skills - **Leadership**: Proven ability to motivate and guide teams towards achieving exceptional results.
- **Problem-Solving**: Strong analytical capabilities to assess challenges and devise effective solutions quickly.
### Benefits - **Medical Coverage**: Comprehensive health insurance plans for you and your dependents.
- **Gym Membership**: Access to a gym membership to promote health and wellness.
- **Travel Opportunities**: Opportunities for travel related to professional development, training, and managing customer engagement initiatives.
### Working Environment At Mohawk Industries, we cultivate an innovative culture that encourages calculated risk-taking to drive progress.
We believe in empowering our employees to think creatively and challenge the status quo.
### Application Deadline **Deadline to apply: ******** ** --- ### Equal Opportunity Statement Mohawk Industries is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from individuals of all backgrounds, and we strive to ensure that our hiring practices reflect this commitment.
If you are passionate about delivering outstanding customer support and meet the qualifications above, we invite you to apply for the Online Chat Support Manager position and join our dedicated team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.