Job Description:
We are seeking a motivated and experienced Online Web Chat Manager to join our team at R.R. Donnelley & Sons in Tauranga, Bay Of Plenty, NZ. In this part-time, mid-to-senior level position, the Online Web Chat Manager will be responsible for managing all aspects of our online chat platform to ensure excellent customer service and support.
Responsibilities:- Manage and oversee the online chat platform, including monitoring chat sessions, responding to customer inquiries, and resolving issues in a timely manner- Develop and implement strategies to optimize the performance of the online chat platform, such as improving response times and customer satisfaction- Collaborate with cross-functional teams to ensure a seamless experience for customers using the online chat platform- Analyze chat data and customer feedback to identify opportunities for improvement and innovation- Train and mentor team members on best practices for online chat communication and customer service- Stay up-to-date on industry trends and best practices for online chat management to continuously improve the platform
Requirements:- 8 years of experience in a similar role, preferably in a customer service or e-commerce setting- Energetic and independent personality traits with a passion for providing exceptional customer service- Strong critical thinking skills to solve complex problems and make data-driven decisions- Ability to innovate and drive progress in a fast-paced environment- Excellent communication and interpersonal skills to effectively engage with customers and team members- Proficiency in online chat platforms and customer service software- Bachelor's degree in a related field preferred
Benefits:- Relocation allowance for eligible candidates- Paid overtime opportunities- Employee discounts on R.R. Donnelley & Sons products and services
Working Environment:At R.R. Donnelley & Sons, we encourage calculated risk-taking to drive innovation and progress. Our team values creativity, collaboration, and continuous improvement to deliver the best possible experience for our customers and team members.
Equal Opportunity Statement:R.R. Donnelley & Sons is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, 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.
