**Job Title:** Online Chat Support Manager **Company:** Ecolab **Location:** Auckland, Auckland, NZ **Job Type:** Part-Time **Seniority Level:** Mid-to-Senior Level **Years of Experience:** 7 --- ### Job Description Ecolab, a global leader in water, hygiene, and energy technologies, is seeking an experienced and passionate Online Chat Support Manager to join our dynamic team in Auckland. As a vital part of the customer support division, you will oversee our online chat support operations, ensuring that our clients receive exceptional service and support to meet their needs. ### Key Responsibilities - **Team Management and Development:** - Lead, mentor, and develop a team of chat support representatives, ensuring high levels of performance and engagement. - Conduct regular assessments of team performance and provide constructive feedback to support career development and skill enhancement. - **Strategy and Planning:** - Develop and implement online chat support strategies that align with company objectives and enhance customer satisfaction. - Analyze customer feedback and support metrics to identify trends, optimize processes, and improve service delivery. - **Operational Oversight:** - Manage day-to-day chat support operations, including scheduling, performance monitoring, and issue resolution within the chat platform. - Ensure that all chat interactions adhere to company standards for quality, tone, and professionalism while resolving inquiries efficiently. - **Collaboration and Communication:** - Collaborate with cross-functional teams, including marketing, sales, and IT, to streamline escalation processes and enhance the customer experience. - Develop and maintain up-to-date training materials and knowledge bases for the chat support team. - **Customer Experience Enhancement:** - Take ownership of complex customer issues, employing critical thinking and emotional intelligence to provide tailored solutions and maintain customer loyalty. - Implement feedback loops and customer satisfaction surveys to measure service effectiveness and identify improvement opportunities. - **Report and Analyze:** - Create and maintain reports detailing chat support metrics, team performance, and customer satisfaction rates. - Present findings and recommendations to senior management, contributing to strategic decision-making. ### Requirements **Qualifications:** - Bachelor's degree in Business Administration, Communications, or a related field is preferred, but not mandatory. - Minimum 7 years of experience in customer support, with at least 3 years in a managerial role overseeing chat support operations. **Skills and Competencies:** - Proven ability to lead and motivate a team in a fast-paced environment. - Strong resourcefulness, passionate about delivering exceptional customer experiences. - Excellent critical thinking skills with the capability to analyze situations and develop effective solutions. - High emotional intelligence to handle sensitive customer interactions and foster a positive team atmosphere. - Advanced proficiency in chat support software and customer relationship management (CRM) tools. **Personality Traits:** - A passionate commitment to creating positive customer experiences and fostering team collaboration. - Resourcefulness in problem-solving to address customer needs effectively. ### Benefits - **Medical Coverage:** Comprehensive health insurance plan to ensure your well-being. - **Training & Professional Development:** Opportunities for continuous learning and professional growth. - **Paid Time Off (PTO):** Generous leave policy to support a healthy work-life balance. ### Working Environment At Ecolab, we nurture an entrepreneurial atmosphere, even within an established organization. You will be encouraged to think creatively and take ownership of your projects, allowing you to make a meaningful impact on our customer support processes. ### Application Deadline Please submit your application by October 31, 2024, to join our mission of delivering innovative solutions that make the world cleaner, safer, and healthier. --- **Equal Opportunity Statement:** Ecolab 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 experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.