Job Title: Web Chat Manager - Work from Home
Company: Tenneco
Location: Wellington, Wellington, NZ
Job Type: Part-Time
Seniority: Associate Level
Years of Experience: 5
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Job Description Tenneco, a global leader in the automotive industry, is seeking a dedicated and experienced Web Chat Manager to join our team. This is a part-time remote position perfect for individuals looking to balance work-life commitments while contributing their skills in a dynamic and innovative environment. As a Web Chat Manager, you will be responsible for overseeing our online chat operations, ensuring exceptional customer interactions, and enhancing overall customer satisfaction.
Key Responsibilities: Team Management: Lead and oversee a team of chat specialists, providing coaching, support, and guidance to ensure high performance and adherence to company standards.
Chat Operations: Monitor and analyze chat traffic, response times, and customer satisfaction metrics to optimize operational efficiency and drive continuous improvement.
Customer Interaction: Engage with customers through live chat to resolve inquiries, provide product information, and address any issues, ensuring a positive experience.
Content Development: Collaborate with the marketing and product teams to create and maintain an up-to-date knowledge base and chat scripts that reflect our brand voice and product offerings.
Training and Development: Develop and facilitate training programs for chat specialists to enhance their communication skills, product knowledge, and customer service capabilities.
Process Improvement: Identify areas for process enhancement within the chat workflow and implement solutions to increase efficiency and customer satisfaction.
Technology Utilization: Ensure the effective use of chat software and tools, staying updated with the latest technologies to improve user experience and operational capabilities.
Reporting and Analysis: Prepare reports on chat performance metrics and customer feedback, presenting findings to management to inform strategic decision-making.
Collaboration: Work closely with cross-functional teams including sales, marketing, and product support to ensure alignment in meeting customer needs and company goals.
Requirements: Educational Background: A Bachelor's degree in Business Administration, Communications, or a related field is preferred.
Experience: A minimum of 5 years of experience in a customer service or chat management role, preferably in a related industry.
Technical Proficiency: Proficiency in chat software and CRM systems; familiarity with data analysis and reporting tools is a plus.
Reliability: Must be dependable, demonstrating a consistent work ethic and commitment to meeting deadlines.
Confidence: Should possess the ability to make informed decisions independently while maintaining a calm demeanor in high-pressure situations.
Cooperation: Ability to work collaboratively within a team, fostering a positive and inclusive work environment.
Innovation: A creative mindset with a willingness to propose new ideas and embrace change to improve processes and enhance customer experience.
Benefits: Travel Opportunities: Engage with our global teams and customers through occasional travel.
Training & Professional Development: Access various resources for skill enhancement and career growth.
Paid Sick Leave: Take benefit of paid sick leave to ensure your health and well-being.
Working Environment: At Tenneco, we cultivate a sense of ownership and responsibility at every level. We believe in empowering our employees to make decisions, take initiative, and contribute to our shared goals, fostering a collaborative and supportive work environment.
Equal Opportunity Statement: Tenneco 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, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.
Application Deadline: Please submit your application by September 28, 2024 . We look forward to welcoming a new Web Chat Manager to our team at Tenneco!
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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