**Job Title:** Online Live Chat Manager **Company:** Pacific Life **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 7+ **About Pacific Life:** At Pacific Life, we are committed to delivering exceptional service and innovative solutions to our clients.
Our vision is to ensure that our customers feel valued and supported in every interaction.
We are seeking an energetic and adaptable Online Live Chat Manager to join our team and enhance our customer engagement through our live chat service.
**Job Overview:** As the Online Live Chat Manager, you will oversee and manage the live chat operations within the customer service department.
Your primary focus will be on exceeding customer expectations by providing timely, accurate, and satisfying resolutions to inquiries.
You will lead a team of customer service representatives, foster a positive working environment, and continuously improve the chat experience to align with our commitment to customer delight.
This is a part-time position that requires a minimum of 7 years of relevant experience in customer service or chat management.
**Key Responsibilities:** - **Team Leadership:** - Oversee a team of live chat agents, provide coaching, training, and ongoing support to ensure high performance and adherence to service standards.
- Conduct regular performance evaluations, offering constructive feedback and recognition for exceptional service.
- **Operational Management:** - Monitor live chat metrics and performance, ensuring service levels are met or exceeded.
- Optimize chat processes and workflows to enhance efficiency and customer satisfaction.
- Develop and implement strategies to increase engagement and conversion rates through live chat.
- **Customer Experience Enhancement:** - Analyze customer feedback and chat transcripts to identify trends and areas for improvement.
- Collaborate with cross-functional teams, including marketing and product development, to tailor chat services to meet customer needs.
- Design and implement chat scripts and FAQs to facilitate effective communication and accurate responses.
- **Problem Solving:** - Manage escalated customer inquiries and issues, ensuring timely resolution while maintaining a positive customer experience.
- Employ analytical skills to diagnose service challenges and create actionable solutions.
- **Reporting and Analysis:** - Provide regular reports and insights regarding chat interactions, performance metrics, and customer satisfaction levels to stakeholders.
- Utilize data to drive continuous improvement initiatives and support strategic business decisions.
**Requirements:** - **Experience:** - A minimum of 7 years of experience in customer service, with at least 3 years in a supervisory or management role in a live chat environment.
- Proven experience in a fast-paced, customer-focused industry.
- **Educational Background:** - Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Skills and Traits:** - Strong problem-solving skills with the ability to remain calm and resourceful in challenging situations.
- Exceptional presentation skills, with the ability to effectively communicate ideas and solutions to both team members and stakeholders.
- Adaptable and energetic personality, with a passion for customer service and a commitment to exceeding expectations.
- Proficient in live chat systems, customer relationship management (CRM) software, and data analysis tools.
**Benefits:** - Travel and spending expenses paid for work-related activities.
- Relocation allowance for qualified candidates moving to Dunedin.
- Paid overtime for hours worked beyond scheduled shifts.
**Working Environment:** At Pacific Life, we prioritize a work environment that emphasizes exceeding customer expectations and delivering delight in every interaction.
Our team is dedicated, passionate, and committed to fostering a culture that values collaboration and service excellence.
**Application Deadline:** Please submit your resume and cover letter by **October 27, 2024**.
**Equal Opportunity Statement:** Pacific Life is an equal opportunity employer and is committed to creating a diverse and inclusive environment.
We encourage applications from candidates of all backgrounds and experiences.
We believe that diverse perspectives enhance our ability to serve our customers and our communities.
--- We look forward to welcoming a dynamic Online Live Chat Manager who will shape our customer engagement and help us bring joy to every interaction!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.