Job Title: Web Chat Manager - Work from Home
Company: J.P. Morgan Chase
Location: Wellington, Wellington, NZ
Job Type: Part-Time
Seniority Level: Mid-to-Senior Level
Years of Experience: 8+
Job Description:
We are seeking a dynamic and experienced Web Chat Manager to join our team at J.P. Morgan Chase. This is a part-time, remote opportunity based in Wellington, Wellington, NZ. The ideal candidate will have a proven track record in managing web chat operations, delivering exceptional customer service, and leading a high-performing team. This role is critical in enhancing our customer engagement strategies and will involve collaborating closely with various departments to foster innovation and drive continuous improvement.
Key Responsibilities:
Team Management and Leadership:
Oversee and manage the web chat team, ensuring that all interactions are handled professionally and efficiently.
Recruit, train, and mentor team members, fostering a culture of excellence, innovation, and accountability.
Conduct regular performance evaluations and provide constructive feedback to team members, guiding their professional development.
Customer Engagement:
Develop and implement best practices for web chat interactions to maximize customer satisfaction and engagement.
Analyze customer inquiries and feedback to identify trends and areas for improvement in service offerings.
Monitor live chat metrics (response times, resolution rates, customer satisfaction surveys) and adjust strategies accordingly to achieve performance goals.
Process Improvement:
Utilize critical thinking skills to assess current web chat processes, identify inefficiencies, and propose innovative solutions.
Collaborate with IT and customer experience teams to integrate new technologies and tools that enhance web chat functionality and user experience.
Create and maintain comprehensive documentation on procedures, protocols, and FAQs related to web chat operations.
Strategic Development:
Contribute to the development of strategic initiatives aimed at enhancing online customer interactions and improving overall service delivery.
Stay informed of industry trends and best practices, incorporating relevant insights to keep the department leaders in customer service excellence.
Stakeholder Collaboration:
Work closely with marketing, operations, and product teams to ensure alignment between customer engagement initiatives and broader business objectives.
Participate in regular team meetings and strategy sessions to provide updates and insights on web chat performance and customer feedback.
Reporting and Analytics:
Generate quantitative and qualitative reports on web chat performance metrics and prepare summaries for management review.
Leverage data analytics to identify areas where the web chat strategy can be evolved for improved customer service and engagement.
Requirements:
Experience: Minimum of 8 years' experience in customer service, with at least 3 years in a managerial role focusing on web chat or digital communication channels.
Educational Background: Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred.
Personality Traits:
Passionate about customer service and committed to creating exceptional customer experiences.
Dedicated to team success and growth.
Soft Skills:
Strong innovation mindset with the ability to think outside the box and introduce creative solutions.
Excellent critical thinking skills to analyze complex situations and propose effective strategies.
Outstanding verbal and written communication skills with a focus on professionalism.
Technical Skills:
Proficiency in web chat software and CRM tools.
Familiarity with data analysis and reporting tools to track performance and improve services.
Benefits:
Competitive retirement plan options.
Visa sponsorship available for eligible candidates.
Comprehensive training and opportunities for professional development.
Working Environment:
At J.P. Morgan Chase, we promote a work-life balance and prioritize employee well-being. Our remote work structure allows employees to maintain flexibility while contributing to exciting projects within a supportive team environment.
Application Deadline: 2024-10-07
Equal Opportunity Statement:
J.P. Morgan Chase is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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