**Job Title: Web Chat Manager - Work from Home** **Company:** MYOB **Location:** Hamilton, Waikato, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6 --- **Company Overview:** At MYOB, we are dedicated to empowering businesses with innovative software solutions that simplify financial management and enhance productivity.
Our dynamic team thrives on challenging norms, embracing bold thinking, and creating an inclusive work environment that fosters growth.
Join us as we drive the future of accounting and business management in New Zealand and beyond.
--- **Job Description:** We are seeking an experienced and passionate Web Chat Manager to join our dedicated team at MYOB.
This role offers the opportunity to work from home while managing our online support chat services and driving exceptional customer experiences.
As the Web Chat Manager, you will play a pivotal role in enhancing customer interaction through digital channels, ensuring that our clients receive timely and effective support.
--- **Key Responsibilities:** - **Team Leadership:** Lead, mentor, and develop the web chat support team to deliver outstanding customer service.
Foster an environment of teamwork and collaboration.
- **Performance Management:** Monitor, analyze, and report on chat support metrics to evaluate effectiveness, productivity, and customer satisfaction.
Implement strategies for continuous improvement.
- **Customer Experience:** Drive initiatives to enhance the customer journey through chat interactions, working with cross-functional teams to ensure alignment on goals and service offerings.
- **Strategy Development:** Develop and execute strategies for optimizing the use of the chat platform, leveraging customer feedback to enhance service quality.
- **Problem Resolution:** Oversee complex or escalated customer inquiries, utilizing strong negotiation skills to effectively mediate and resolve issues while maintaining positive relationships.
- **Training and Development:** Design and deliver onboarding and ongoing training programs for the web chat team, ensuring all staff stay updated on products, policies, and best practices.
- **Technology Management:** Collaborate with IT and support teams to troubleshoot and improve chat software and technology.
Encourage innovation in usage for better customer engagement.
- **Reporting and Analysis:** Prepare and present regular reports on team performance, customer feedback, and trending inquiries.
Utilize insights to inform strategic decisions.
- **Innovation Driver:** Stay abreast of industry trends and best practices, championing innovative solutions that can enhance chat capabilities and overall service.
--- **Requirements:** - **Experience:** Minimum of 6 years in customer service or support roles, with at least 2-3 years in a managerial capacity focused on chat support or similar digital environments.
- **Education:** Bachelor's degree in Business, Communication, Marketing, or a related field preferred.
- **Skills:** - Proven leadership and team development abilities.
- Strong analytical skills with experience in performance management and reporting.
- Exceptional customer service orientation and conflict resolution skills.
- Proficient in using chat support technologies and CRM systems.
- Excellent written communication skills, with the ability to convey complex information clearly and concisely.
- **Personality Traits:** - Passionate and motivated individual with a commitment to enhancing customer experiences.
- Demonstrates a proactive approach to problem-solving and team dynamics.
- **Soft Skills:** - Strong innovation mindset with the ability to think creatively and challenge the status quo.
- Proficient negotiation skills, with an emphasis on client-focused solutions.
--- **Benefits:** - Complimentary gym membership to promote wellness and work-life balance.
- Comprehensive medical coverage to ensure your health and well-being.
- Provision of necessary company equipment to facilitate remote work and collaboration.
--- **Working Environment:** At MYOB, we embrace a culture that challenges norms and encourages bold thinking.
We believe in fostering an environment where all ideas are welcomed and everyone feels empowered to contribute.
Join us in driving change and delivering exceptional service to our customers.
--- **Deadline to Apply:** October 26, 2024 **Equal Opportunity Statement:** MYOB is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from all qualified candidates regardless of background, gender, ethnicity, disability, or any other characteristic.
--- **Join us at MYOB, where innovation meets opportunity!
**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.