**Job Title:** Online Web Chat Manager **Company:** Serko Ltd **Location:** Auckland, Auckland, NZ **Job Type:** Full-time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6 ### Job Description Serko Ltd is seeking an experienced Online Web Chat Manager to join our dynamic team in Auckland. This is a vital role that involves leading our online chat operations to enhance customer engagement and elevate user experience. The successful candidate will leverage their expertise in web chat management to design strategies that drive customer satisfaction, optimize service delivery, and increase response efficiency. ### Key Responsibilities - **Team Leadership**: - Lead and mentor a team of chat representatives, fostering a culture of excellence and inclusivity. - Conduct regular performance reviews, providing constructive feedback and coaching to enhance team performance. - Develop training programs and resources to improve team skills and knowledge related to chat operations. - **Operational Oversight**: - Monitor online chat channels to ensure optimal efficiency and effectiveness, maintaining high standards of service. - Analyze chat interactions to identify trends, insights, and areas for improvement, reporting findings to upper management. - Manage scheduling and workforce planning to ensure adequate coverage during peak times. - **Strategy Development**: - Collaborate with cross-functional teams to design and implement strategies that enhance the user experience for chat interactions. - Utilize data analytics to develop KPIs and benchmarks that measure chat performance and customer satisfaction. - Stay informed about industry trends and technologies to drive innovation within the chat team. - **Problem-Solving & Support**: - Serve as the primary point of escalation for complex customer inquiries and issues that require specialized resolution. - Facilitate a continuous feedback loop with customer service management to address recurring challenges and improve processes. - Implement best practices and procedures that enhance the effectiveness of the chat operations. - **Customer Engagement**: - Develop and maintain a deep understanding of Serko's products and services to provide accurate and timely information to customers. - Create engaging and informative chat scripts that resonate with our target audience, ensuring consistency in brand voice. - Foster a positive online environment that encourages customer interactions and feedback. ### Required Qualifications - **Educational Background**: Bachelor's degree in Business, Communications, Marketing, or a related field. - **Experience**: Minimum of 6 years of experience in online chat management or customer service operations; proven leadership experience in a similar role is essential. - **Technical Skills**: Proficiency in using chat management software and CRM tools; strong understanding of digital communication platforms. ### Personality Traits - **Resourceful**: Demonstrated ability to find innovative solutions to challenges and make decisions that benefit the team and company. - **Dedicated**: Commitment to excellence in service delivery and continuous improvement of team performance. ### Soft Skills - **Leadership**: Ability to inspire and motivate a team, fostering a sense of ownership and accountability. - **Problem-Solving**: Exceptional analytical and critical thinking skills, with the capacity to address customer concerns swiftly and effectively. ### Benefits - Free food provided at the workplace, fostering a positive and enjoyable work environment. - Relocation allowance for the right candidate moving to Auckland. - Gym membership to promote health and wellness. ### Working Environment At Serko Ltd, we cultivate leaders who foster inclusivity and mentorship. We believe that diverse perspectives lead to better decisions, and we are committed to creating a workplace that reflects this ethos. ### Application Deadline Please submit your application by **October 29, 2024** to be considered for this exciting opportunity. ### Equal Opportunity Statement Serko Ltd 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, regardless of gender, age, ethnicity, sexual orientation, or disability status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.