**Job Title**: Web Chat Manager
**Company**: Celgene
**Location**: Nelson, Nelson, NZ
**Job Type**: Part-time
**Seniority**: Mid-to-Senior Level
**Years of Experience**: 7+
### Job Description:
**Overview**:
Celgene is actively seeking a dedicated and resourceful Web Chat Manager to enhance our client engagement through effective online communication channels. This role is pivotal in optimizing our web chat services to ensure a seamless and positive experience for our customers. The ideal candidate will have deep expertise in managing web chat platforms, a strong strategic mindset, and innovative problem-solving skills, combined with a commitment to delivering exceptional customer service.
### Key Responsibilities:
1. **Web Chat Management**:
- Oversee daily operations of the web chat platform, ensuring responsiveness and quality interactions with customers.
- Develop and implement best practices for chat engagement, including tone, style, and response times.
2. **Team Leadership**:
- Recruit, train, and manage a team of chat agents, ensuring they are well-prepared to handle inquiries and provide high-quality service.
- Foster a culture of continuous improvement through regular feedback and performance evaluations.
3. **Strategy Development**:
- Collaborate with marketing, customer support, and product teams to develop and implement a strategic plan for web chat engagement that aligns with overall company goals.
- Analyze customer feedback and chat metrics to generate actionable insights and drive improvements.
4. **Content Management**:
- Create and maintain an up-to-date knowledge base for the web chat team, including FAQs and chat scripts, to ensure agents have access to accurate information.
- Regularly review and refine chat content to enhance user experience based on customer inquiries and trends.
5. **Reporting and Analytics**:
- Monitor and analyze web chat performance metrics, including response times, customer satisfaction scores, and conversion rates.
- Provide regular reports and insights to senior management on web chat performance and areas for improvement.
6. **Cross-Functional Collaboration**:
- Work closely with IT and web development teams to ensure the web chat platform is functioning optimally and is continuously updated with the latest features.
- Collaborate with marketing and sales teams to identify opportunities to leverage web chat for lead generation and conversion.
7. **Customer Experience Enhancement**:
- Proactively identify trends and potential areas of improvement in customer interactions via web chat.
- Develop and implement creative solutions and outreach strategies to enhance customer engagement and satisfaction.
### Qualifications:
**Experience**:
- A minimum of 7 years of experience in digital customer service or chat management.
- Proven experience in a supervisory or management role, preferably in a customer-focused environment.
**Education**:
- A bachelor's degree in Business Administration, Marketing, Communications, or a related field is preferred.
**Technical Skills**:
- Proficiency in chat software and customer relationship management (CRM) systems.
- Strong analytical skills with the ability to derive insights from data.
- Familiarity with digital marketing strategies and tools is a plus.
**Soft Skills**:
- Strong creativity and innovation in problem-solving and customer engagement strategies.
- Excellent strategic planning capabilities, with a focus on achieving both short-term goals and long-term growth.
**Personality Traits**:
- Resourceful and able to tackle challenges independently and creatively.
- Dedicated to continuously improving customer experiences and team performance.
### Benefits:
- **Parental Leave**: Comprehensive leave policy to support new and expanding families.
- **Relocation Allowance**: Financial support for candidates moving to Nelson, NZ for this position.
- **Profit Sharing**: Be part of a rewarding profit-sharing plan in line with company performance.
### Working Environment:
At Celgene, we promote a work-life balance and prioritize employee well-being. Our collaborative and dynamic work culture encourages personal growth and community involvement.
**Deadline to Apply**: October 5, 2024
### Equal Opportunity Statement:
Celgene is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
