Job Title: Online Live Chat Manager
Company: Office Depot
Location: Christchurch, Canterbury, NZ
Job Type: Part-Time
Seniority: Mid-to-Senior Level
Years of Experience: 8+
Deadline to Apply: October 16, 2024
### Job Description
As the Online Live Chat Manager at Office Depot, you will play a critical role in enhancing our customer service experience through effective management of our live chat platform. You will lead a dedicated team to ensure timely and informative responses to customer inquiries, while also analysing and reporting on chat interactions to improve service quality and efficiency. This position requires a reliable and hardworking individual who has a deep understanding of customer engagement techniques, combined with the ability to collaborate with various teams across the organization.
### Key Responsibilities
Team Leadership & Management
- Recruit, train, and mentor live chat agents, fostering a positive team environment.
- Develop actionable strategies to enhance team performance and maintain high levels of customer satisfaction.
- Monitor team performance metrics to ensure alignment with company goals and KPIs.
Customer Engagement
- Oversee daily operations of the live chat service to guarantee superb customer interactions.
- Respond to complex customer queries, assisting agents with challenging situations and escalations where necessary.
- Implement best practices for live chat communication to optimize customer experience.
Quality Assurance & Reporting
- Conduct regular audits of chat interactions to ensure compliance with quality standards.
- Analyze customer feedback and chat metrics to identify trends and areas for improvement.
- Prepare detailed reports on chat performance, customer satisfaction, and agent productivity for upper management.
Collaboration & Strategy Development
- Work closely with marketing, sales, and product teams to communicate customer insights and feedback.
- Collaborate on initiatives aimed at enhancing the overall customer experience across all channels.
- Develop and refine online chat protocols and workflows to streamline operations.
Technology Utilization
- Stay updated on the latest chat management software and tools to improve efficiency and effectiveness.
- Work with the IT department to troubleshoot technical issues and ensure optimal chat platform performance.
Training & Development
- Design and deliver ongoing training for team members, focusing on product knowledge, customer service skills, and platform usage.
- Keep the team informed about new products, services, and promotions.
### Requirements
Essential Qualifications
- Experience: Minimum of 8 years' experience in customer service or e-commerce, with at least 4 years in a managerial role.
- Education: Bachelor's degree in Business Administration, Marketing, Communication, or a related field is preferred.
Skills & Competencies
- Personality Traits: Reliable and hardworking with a commitment to excellence.
- Soft Skills: Strong teamwork capabilities and the ability to work collaboratively across departments.
Exceptional attention to detail when managing customer queries and reports.
Technical Skills
- Proficient knowledge of live chat software and CRM systems.
- Familiarity with performance metrics and reporting tools.
### Benefits
Remote work flexibility to help you achieve a work-life balance.
Visa sponsorship for eligible candidates, enabling a smooth transition to your new role.
Attractive joining bonus to welcome you to our team.
Opportunities to recognize and reward your performance and contributions based on merit.
### Working Environment
At Office Depot, we believe in nurturing a positive work environment that recognizes and rewards employees based on their performance and merit. We strive to create an inclusive culture that celebrates diversity, encourages innovation, and promotes teamwork.
### Equal Opportunity Statement
Office Depot is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.
If you are a motivated professional looking to lead a dynamic team while enhancing customer experiences, please apply by the deadline of October 16, 2024. We look forward to hearing from you!
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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