**Job Title: Remote Web Chat Manager** **Company: Ingredion** **Location: Christchurch, Canterbury, NZ** **Job Type: Part-Time** **Seniority: Mid-to-Senior Level** **Years of Experience: 7** **About Us:** Ingredion is a global leader in food and industrial ingredient solutions, committed to delivering innovative, sustainable, and efficient products to our diverse customer base.
We believe in the power of collaboration and inclusivity, and we are dedicated to fostering strong relationships within our teams and with our clients.
**Job Overview:** We are seeking a motivated and energetic Remote Web Chat Manager to lead our web chat operations and enhance our customer engagement initiatives.
In this part-time role, you will be responsible for overseeing chat communications, ensuring timely and effective dialogue with customers, and driving strategies to optimize our chat service's performance.
**Key Responsibilities:** 1.
**Chat Operations Management:** - Oversee daily web chat operations, ensuring a smooth workflow and high-quality interactions between the company and its clients.
- Monitor chat metrics (e.g., response times, customer satisfaction rates) to evaluate performance, and implement strategies for improvement.
2.
**Team Leadership:** - Lead, mentor, and train a team of chat agents to ensure quality standards are met and maintain a positive team culture.
- Conduct regular performance reviews and provide actionable feedback to motivate team members.
3.
**Customer Experience Enhancement:** - Develop and implement best practices for chat interactions to improve customer satisfaction and retention.
- Collaborate with other departments (e.g., sales, marketing, product support) to resolve issues and ensure customer concerns are effectively addressed.
4.
**Strategic Planning:** - Analyze data and trends to identify opportunities for expanding the web chat service and addressing customer needs more effectively.
- Formulate and execute strategic plans to enhance the web chat experience, aligning with the company's overall goals.
5.
**Process Improvement:** - Gather customer feedback and analyze chat conversations to identify trends, best practices, and areas for scalability and enhancement.
- Update and maintain knowledge bases, scripts, and FAQ materials to empower chat agents and assist customer inquiries efficiently.
6.
**Collaboration and Relationship Building:** - Cultivate strong relationships with internal teams and external partners to enable seamless communication and problem-solving.
- Participate in regular meetings and forums to share insights, challenges, and achievements with stakeholders.
**Requirements:** - **Educational Background:** Bachelor's degree in Business Administration, Communication, or a related field.
- **Experience:** Minimum of 7 years of experience in customer service, chat management, or a related field, with demonstrated success in leadership roles.
- **Technical Skills:** Proficient in using web chat platforms and CRM systems; experience with analytics tools is a plus.
- **Soft Skills:** - Strong critical thinking and analytical skills to assess situations and develop strategic plans.
- Excellent communication and interpersonal skills to build rapport with team members and clients.
- **Personality Traits:** - Highly motivated and energetic individual who thrives in a fast-paced environment.
- Flexible and adaptable, with a keen ability to manage multiple tasks and priorities.
**Benefits:** - Relocation allowance for candidates willing to relocate.
- Comprehensive dental insurance to ensure your well-being.
- Provision of company equipment to facilitate remote work effectively.
**Working Environment:** At Ingredion, you will collaborate with a diverse team of professionals, building strong relationships with colleagues, clients, and partners.
We are dedicated to fostering a supportive and inclusive atmosphere that encourages professional growth and teamwork.
**Application Deadline:** Please submit your application by **September 19, 2024.
** **Equal Opportunity Statement:** Ingredion 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, gender, sexual orientation, gender identity, national origin, disability, or veteran status.
Join our team at Ingredion and help us shape the future of food ingredient solutions through exceptional customer engagement.
We look forward to your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
