Job Description:
We are seeking an experienced Chat Support Manager to oversee our online customer service channels. The ideal candidate will manage the chat support team, ensure customer inquiries are addressed promptly, and enhance the overall customer experience.
Qualifications:
- Bachelor’s degree in Business, Communications, or related field.
- 2+ years of experience in customer service, preferably in a supervisory role.
- Excellent communication and interpersonal skills.
- Proficient in using chat support software and CRM systems.
- Strong problem-solving abilities and attention to detail.
Key Responsibilities:
- Team Management:
- Lead and supervise the chat support team.
- Train new team members on customer service best practices.
- Customer Service:
- Monitor live chats to ensure timely and accurate responses.
- Resolve escalated customer issues efficiently.
- Performance Monitoring:
- Track team performance metrics.
- Provide regular feedback and coaching to team members.
- Process Improvement:
- Identify areas for improvement in chat processes.
- Implement strategies to enhance customer satisfaction.
- Reporting:
- Prepare regular reports on chat support activities and customer feedback.
