Job Description:NRG Energy is seeking a dynamic and experienced Live Chat Manager to join our team on a part-time basis, working remotely from Tauranga, Bay Of Plenty, NZ. The ideal candidate for this role will be a mid-to-senior level professional with at least 7 years of experience in managing live chat operations.
Responsibilities:- Develop and implement strategies to optimize live chat operations and enhance customer experience- Manage a team of live chat agents, providing guidance, training, and support as needed- Monitor chat performance metrics and analyze data to identify areas for improvement- Work closely with cross-functional teams to ensure seamless integration of live chat technology- Develop and maintain chat scripts and knowledge base to support agents in providing accurate and timely information- Stay up-to-date on industry trends and best practices in live chat management- Handle escalated customer chats and resolve issues in a timely and professional manner- Collaborate with other departments to ensure consistency in messaging and brand voice across all channels
Requirements:- Bachelor's degree in Marketing, Communication, Business, or related field- Proven experience in managing live chat operations, preferably in a customer service or e-commerce environment- Strong leadership skills with the ability to motivate and inspire a team- Excellent communication and interpersonal skills- Proficiency in chat software and CRM systems- Driven and independent personality traits- Strong decision-making and problem-solving skills- Ability to work independently and prioritize tasks effectively- Flexibility to work non-traditional hours as needed
Benefits:- Parental leave- Disability insurance- Retirement plan
Working Environment:At NRG Energy, we strive for excellence and uphold high standards in all endeavors. We maintain a collaborative and innovative work environment where employees are empowered to bring their best selves to work every day.
Equal Opportunity Statement:NRG Energy is an equal opportunity employer and is committed to building a diverse and inclusive workforce. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, or disability 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.