Job Title: Web Chat Manager Company: Mosaic Location: Christchurch, Canterbury, NZ Job Type: Part-Time Seniority: Associate Level Years of Experience: 5 Job Description: Mosaic is seeking a highly motivated and experienced Web Chat Manager to join our dynamic team in Christchurch.
In this part-time role, you will be responsible for overseeing our web chat operations, ensuring seamless communication with our clients while embodying our commitment to customer satisfaction.
The ideal candidate will have a solid background in digital communication and customer service, coupled with the resilience and drive to thrive in a fast-paced environment.
Key Responsibilities: Team Leadership & Management: - Supervise and train web chat agents to ensure high performance and adherence to company standards.
- Set goals and metrics for the web chat team, monitoring performance, providing regular feedback, and conducting performance reviews.
- Foster a positive, collaborative team environment that encourages employee engagement and continuous improvement.
Web Chat Strategy Development: - Develop and execute strategies for optimizing web chat interactions to enhance customer experience and drive engagement.
- Analyze chat transcripts and data to identify areas for improvement and implement best practices.
- Collaborate with other departments to integrate web chat insights into broader business strategies.
Customer Engagement: - Oversee the day-to-day operations of the web chat function, ensuring timely and effective responses to customer inquiries.
- Utilize critical thinking and presentation skills to engage users in meaningful conversations and resolve issues efficiently.
- Address complex customer queries and complaints, escalating issues as necessary while maintaining a focus on resolution.
Quality Assurance & Reporting: - Establish and maintain quality assurance standards for web chat communications to ensure consistent service delivery.
- Track and analyze key performance indicators (KPIs) for web chat, reporting on performance trends and areas for growth.
- Prepare regular reports for upper management detailing web chat performance, customer feedback, and suggestions for improvement.
Innovation & Adaptability: - Stay updated on industry trends and emerging technologies related to web chat services, proactively recommending tools and solutions to enhance customer service.
- Lead initiatives that drive innovation within the web chat space, adapting to changes with speed and efficiency.
- Develop and maintain a knowledge base, ensuring that web chat agents have timely access to information and resources necessary for effective communication.
Requirements: Education: Bachelor's degree in Communications, Business Management, or a related field preferred.
Experience: A minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or managerial role focused on web chat or digital communications.
Technical Skills: Proficiency in web chat platforms, customer relationship management (CRM) software, data analysis tools, and Microsoft Office Suite.
Personality Traits: Hardworking, resilient, and adaptable to change with a proactive approach to problem-solving.
Soft Skills: - Excellent presentation skills for communicating strategies and insights to stakeholders.
- Strong critical thinking skills to analyze customer interactions and drive improvements.
- Exceptional written and verbal communication skills with a customer-centric mindset.
Benefits: Gym Membership: Enhance your well-being with a complimentary gym membership.
Parental Leave: Generous parental leave policy to support your family needs.
Travel & Spending Expenses: Coverage for travel-related expenses incurred while carrying out job responsibilities.
Working Environment: Mosaic is committed to creating a flexible environment that adapts to change with speed and efficiency.
We emphasize work-life balance and encourage innovative thinking from our team members.
Application Deadline: Please submit your application by October 27, 2024 .
Mosaic 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
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