Web Chat Manager - Remote Work

Job Description: We are looking for a talented and experienced Web Chat Manager to join our team at Eversource Energy. As a Web Chat Manager, you will be responsible for overseeing and managing all aspects of our web chat operations to ensure exceptional customer service and efficient communication. This is a remote work opportunity based in Nelson, New Zealand. Responsibilities:- Manage a team of web chat agents, providing guidance, support, and training as needed- Monitor and analyze web chat performance metrics to identify areas for improvement and implement strategies to enhance efficiency and customer satisfaction- Develop and implement chat scripts, guidelines, and policies to ensure consistent and effective communication with customers- Collaborate with other departments, such as customer service and marketing, to support cross-functional initiatives and projects- Stay updated on industry trends and best practices in web chat management and customer service to continuously improve operations- Handle escalated customer inquiries and complaints to ensure timely resolution and customer satisfaction Requirements:- Bachelor's degree in a related field- 8+ years of experience in web chat management or a similar role- Strong communication and leadership skills- Ability to work independently and in a team environment- Proven experience in problem-solving and strategic planning- Energetic personality with a passion for delivering excellent customer service- Proficiency in Microsoft Office and web chat platforms Benefits:- Relocation allowance for the right candidate- Company-provided equipment for remote work- Life insurance coverage- Opportunities for ongoing learning and development to support personal and professional growth Equal Opportunity Statement:Eversource Energy is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status in accordance with applicable laws. We are committed to building a diverse and inclusive workplace where all employees feel valued and respected. Deadline to apply: April 29, 2024. If you meet the requirements and are ready to take on the challenge of managing our web chat operations, apply now to join our dynamic team at Eversource Energy!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.