Live Chat Manager

Job Description: Toys "R" Us is seeking a dynamic and experienced Live Chat Manager to join our team in Wellington, NZ. As a part-time position with mid-to-senior level seniority, the Live Chat Manager will be responsible for overseeing and managing all aspects of our live chat customer service operations. Responsibilities:- Develop and implement a comprehensive live chat strategy to enhance customer experience and service quality- Train, mentor, and supervise a team of live chat agents to ensure high-quality customer interactions- Monitor live chat conversations to provide feedback and improve chat agent performance- Analyze live chat data and metrics to identify trends and areas for improvement- Collaborate with other departments, such as marketing and IT, to optimize live chat operations- Handle escalated customer inquiries and provide resolutions in a timely manner- Stay up-to-date on industry trends and best practices in live chat customer service Requirements:- 7 years of relevant experience in live chat management or customer service- Confident and resourceful personality traits- Strong soft skills in strategic planning and creativity- Proven track record of successfully managing live chat operations- Excellent communication and leadership skills- Proficiency in live chat software and customer service platforms Benefits:- Travel opportunities- Parental leave- Visa sponsorship Working Environment:At Toys "R" Us, we encourage autonomy and independence, trusting our employees to excel in their roles. Our team values collaboration, innovation, and a passion for delivering top-notch customer service. Deadline to Apply:April 7, 2024 Equal Opportunity Statement:Toys "R" Us is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.