Job Title: Web Chat ManagerCompany: AlphabetLocation: Dunedin, Otago, NZJob Type: Part-timeSeniority: Mid-to-Senior LevelYears of Experience: 6---Job Description:Alphabet is seeking a resourceful and driven Web Chat Manager to oversee our dynamic web chat communication channels. This pivotal role involves managing our web chat operations and enhancing customer engagement through effective communication strategies. The selected candidate will work closely with various teams to ensure seamless customer interactions and optimize the user experience.Key Responsibilities:Team Leadership:Lead and mentor a team of web chat agents to ensure exceptional customer service delivery.Develop training programs to enhance team performance and customer interaction skills.Conduct regular performance evaluations and provide constructive feedback to team members.Strategy Development:Design and implement effective web chat strategies that align with the company's objectives and enhance customer satisfaction rates.Monitor industry trends and competitor behaviors to adapt our web chat services accordingly.Performance Monitoring:Analyze chat metrics and performance data to gauge team effectiveness and customer satisfaction, reporting findings to senior management.Identify opportunities for continuous improvement by evaluating customer feedback and chat interactions.Collaboration and Communication:Collaborate with the marketing and sales teams to align chat initiatives with broader campaigns and business goals.Develop engaging scripts and FAQs to streamline communication and improve response times.Technology Management:Oversee the implementation of web chat technologies, ensuring they meet operational needs and enhance user engagement.Coordinate with the IT department to troubleshoot technical issues and optimize web chat tools.Customer Experience Enhancement:Utilize a customer-centric approach to resolve issues and improve overall customer satisfaction.Stay current on product knowledge and industry best practices to provide accurate information and support to customers.Reporting and Data Analysis:Generate and present reports on web chat performance metrics, detailing successes, challenges, and areas for improvement.Leverage data analytics to drive decision-making and inform future strategies.Requirements:Experience: Minimum of 6 years of experience in customer service or web chat management, with a proven track record of leading teams.Education: Bachelor's degree in business administration, communications, marketing, or a related field preferred.Skills:Strong persuasion skills to influence team performance and improve customer interactions.Excellent time management abilities, with the capacity to prioritize tasks effectively in a fast-paced environment.Proficient in web chat and customer service management software.Familiarity with data analytics tools to interpret performance metrics.Personality Traits:Resourceful and innovative thinker who can navigate complex challenges and foster a culture of continuous improvement.Driven and motivated to achieve results, maintaining a high standard of performance at all times.---We foster a dynamic workplace that values teamwork, encourages innovation, and promotes shared success. You will be part of a collaborative team that values diverse perspectives and drives positive change within the organization.---Deadline to Apply: October 17, 2024Equal Opportunity Statement:Alphabet 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, sex, national origin, disability, or protected veteran status.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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