Job Title: Web Chat Manager - Remote Work
Company: Gentrack Group
Location: Christchurch, Canterbury, NZ
Job Type: Full-time
Seniority Level: Mid-to-Senior Level
Years of Experience: 6
Application Deadline: 2024-10-29
Company Overview:
At Gentrack Group, we are dedicated to providing innovative solutions for the utilities and infrastructure sectors across the globe. Our culture promotes a collaborative environment that transcends borders, allowing our team members to work seamlessly together to meet the unique challenges of our clients. We believe that every voice counts, and diversity drives our success.
Job Overview:
We are looking for an experienced Web Chat Manager to lead our online customer interaction strategy. The ideal candidate will have a strong track record in managing web chat platforms, optimizing customer experience, and driving engagement. This role requires someone who is reliable and resourceful, with exceptional time management skills and a collaborative spirit. You will spearhead initiatives to enhance our web chat capabilities, working closely with various internal teams while maintaining a customer-first approach.
Key Responsibilities:
Leadership & Strategy Development:
Develop and implement the web chat strategy to drive customer engagement and satisfaction. Lead, coach, and mentor a team of web chat agents to ensure they achieve performance targets.
Performance Management:
Monitor and analyze chat performance metrics to optimize service levels and drive continuous improvement. Prepare regular reports on team performance, customer interactions, and key performance indicators (KPIs) for management.
Customer Experience Enhancement:
Identify opportunities to enhance customer experience through innovative web chat features and improvements. Collaborate with product development and IT teams to leverage technology in improving chat functionalities.
Training & Development:
Design and deliver training programs for web chat agents, focusing on skills development and customer service excellence. Ensure the team is well-versed in company products, services, and industry trends.
Collaboration Across Departments:
Work closely with marketing, sales, and customer support teams to align chat initiatives with broader company goals. Serve as the liaison between technical teams and customers, resolving technical issues related to the chat platform.
Resource Management:
Allocate resources effectively to manage fluctuations in chat volume and ensure adequate coverage. Develop workflows and process documentation for the web chat function to streamline operations.
Feedback & Improvement Cycle:
Collect and analyze customer feedback to refine chat interactions and boost satisfaction. Stay updated with industry trends and best practices in online customer service and implement effective solutions.
Qualifications:
Education: Bachelor's degree in Business, Communications, or a related field; relevant certifications are a plus.
Experience: A minimum of 6 years of experience in managing web chat or digital communication functions, preferably in customer service or tech-driven industries.
Technical Skills: Proficiency with web chat software, CRM systems, and analytics tools. Familiarity with AI chatbots and automation technologies is an advantage.
Leadership Experience: Demonstrated experience in leading a team, providing coaching, and enhancing team performance.
Personal Traits:
Reliable: Demonstrates dependability in meeting responsibilities and supporting team objectives.
Resourceful: Skilled in troubleshooting issues and finding creative solutions to challenges.
Soft Skills:
Time Management: Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
Cooperation: Works well with others, fostering a team-oriented atmosphere that promotes mutual support and collaboration.
Benefits:
Training & professional development opportunities to advance your skills and career.
Paid overtime for hours worked beyond standard schedules to recognize your commitment.
Comprehensive medical coverage to ensure your well-being and that of your family.
Working Environment:
Join a dynamic and diverse team that values collaboration and creativity. At Gentrack Group, you'll work in a fully remote setting, providing you with the flexibility to achieve work-life balance while contributing to a global initiative.
Equal Opportunity Statement:
Gentrack Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified individuals, regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by applicable laws.
If you are ready to make a significant impact in customer engagement through effective web chat management, we would love to hear from you! Apply by the deadline to join our innovative team.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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