**Job Title:** Remote Web Chat Manager **Company:** Synnex **Location:** Christchurch, Canterbury, New Zealand **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6+ ### **Job Description** Synnex is seeking an experienced and dynamic Remote Web Chat Manager to oversee our online chat services and enhance customer engagement through innovative digital communication strategies. This part-time position is perfect for a resourceful and reliable individual who thrives in a creative environment that cultivates innovation. As a key member of our team, you will be responsible for optimizing our web chat services and ensuring that we consistently provide exceptional customer experiences. ### **Key Responsibilities** - **Strategic Management:** Develop, implement, and manage the web chat strategy to meet and exceed company objectives and KPIs. This includes setting clear performance standards, monitoring chat metrics, and ensuring an optimal balance between speed and quality in customer interactions. - **Team Leadership:** Lead and mentor a team of chat agents to ensure high levels of performance, quality, and productivity. Implement training, coaching, and feedback processes to continually upskill the team and maximize their potential. - **Customer Experience Improvement:** Collaborate with other departments to identify customer pain points and barriers in the chat process. Innovate solutions and enhancements to the web chat framework to better meet customer needs and expectations. - **Content Development:** Work with marketing and content teams to create, update, and manage a library of chat scripts, FAQs, and self-service resources that are aligned with customer inquiries and service trends. - **Analysis & Reporting:** Analyze chat interactions and customer feedback to identify trends, issues, and opportunities for improvement. Prepare regular reports on performance metrics and make actionable recommendations to senior management. - **Tech Management:** Coordinate with IT to ensure that web chat platforms and technology are running efficiently and effectively. Assist in selecting new tools and platforms that align with the company's goals for customer interaction. - **Project Management:** Oversee special projects aimed at enhancing web chat performance, from inception through to successful implementation. Ensure that projects are delivered on time, within budget, and in alignment with company standards. - **Innovation:** Stay abreast of industry trends, emerging technologies, and best practices in web chat management. Encourage a culture of innovation within the team to continually explore new ways of enhancing customer interaction. ### **Requirements** - **Education & Experience:** - Bachelor's degree in Business Administration, Communication, Marketing, or a related field preferred. - 6+ years of experience in web chat management, customer service, or relevant fields. Experience in a remote work setting highly advantageous. - **Technical Skills:** - Proficiency with web chat platforms, CRM systems, and analytics tools. - Strong understanding of user experience principles and online customer engagement strategies. - **Personality Traits:** - **Resourceful:** Demonstrated ability to find creative solutions to challenges and efficiently utilize available resources. - **Reliable:** Dependable and punctual with strong organizational and time management skills. - **Soft Skills:** - **Project Management:** Proven experience managing multiple projects simultaneously, with a focus on deadlines and deliverables. - **Innovation:** A forward-thinking mindset with a track record of implementing new ideas and optimizations. ### **Benefits** - **Gym Membership:** Enjoy a membership to a local gym to promote health and well-being. - **Joining Bonus:** Competitive signing bonus upon successful hiring. - **Free Accommodation:** Access to comfortable accommodation to support your work-from-home setup. ### **Working Environment** At Synnex, we celebrate and nurture innovation, providing a creative environment that encourages new ideas and approaches. Join our supportive team and unleash your creativity while making a significant impact on our customer engagement initiatives. ### **Application Information** Interested candidates should submit their applications by **September 29, 2024**. ### **Equal Opportunity Statement** Synnex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage all qualified applicants, regardless of race, gender, age, sexuality, disability, or any other dimension of diversity, to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
