**Job Title: Web Chat Manager - Work from Home**
**Company: Oshkosh**
**Location: Wellington, Wellington, NZ**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 8+**
**Job Description:**
Oshkosh is seeking an experienced and dynamic Web Chat Manager to join our team remotely in Wellington, New Zealand. This part-time position is ideal for a self-motivated individual who thrives in a fast-paced, ever-changing environment. As the Web Chat Manager, you will oversee our online customer communication strategies and operations, ensuring high-quality, engaging, and efficient interactions that enhance the customer experience and drive business success.
**Responsibilities:**
- **Team Leadership:** Manage a team of web chat representatives, overseeing their performance, providing training, and fostering an inclusive and productive remote work environment.
- **Strategic Planning:** Develop and implement chat strategies that align with company goals, promote customer satisfaction, and drive sales.
- **Monitoring and Optimization:** Analyze chat metrics to assess performance and identify areas for improvement. Implement changes based on findings to enhance service delivery and efficiency.
- **Customer Interaction:** Occasionally participate in live chats to ensure best practices are being followed and to address any complex customer inquiries.
- **Training and Development:** Design and deliver comprehensive training programs for new hires and ongoing development for existing team members, emphasizing product knowledge and customer service skills.
- **Collaboration:** Work closely with marketing, product development, and customer support teams to ensure a cohesive approach to customer interactions and an understanding of product offerings.
- **Technology Management:** Stay up to date with chat platform capabilities and innovations. Oversee the integration of new technologies and tools to improve service effectiveness.
- **Reporting and Analysis:** Produce regular reports on chat performance, customer feedback, and key metrics to present to senior management, highlighting successes and recommending areas for improvement.
- **Crisis Management:** Develop and implement protocols for handling difficult situations and customer complaints through chat, ensuring a positive resolution.
- **Feedback Loop Creation:** Establish a system to gather customer feedback regarding chat services to continuously improve processes and the customer experience.
**Requirements:**
- **Education:** Bachelor's degree in Marketing, Communications, Business Administration, or a related field preferred.
- **Experience:** Minimum of 8 years in customer service or related fields, with at least 3 years in a managerial position focused on web chat or similar online communication avenues.
- **Technical Skills:** Proficiency in using chat software, CRM systems, and data analytics tools. Experience with customer service tools and reporting software is a plus.
- **Personality Traits:** Must be energetic and motivated, with a genuine passion for customer service and team success.
- **Soft Skills:**
- Adaptability: Ability to pivot and manage change effectively in a fast-paced environment.
- Attention to Detail: Strong focus on ensuring accuracy and quality in all communications, metrics, and reporting.
**Benefits:**
- Access to company transportation for business-related travel.
- Gym membership for personal health and wellness.
- Paid sick leave to prioritize your health.
**Working Environment:**
You will thrive in an environment that embraces and navigates change seamlessly. This role requires a proactive attitude and the ability to manage multiple priorities effectively.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Oshkosh 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, creed, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
If you're driven to succeed and improve customer experiences in an engaging and dynamic way, we encourage you to apply!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
