15 Oct
Zip Co
Melbourne
**Job Title:** Web Chat Manager - Work from Home
**Company:** Zip Co Limited
**Location:** Melbourne, Victoria, AU
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
### Job Description:
Zip Co Limited, a leading provider of innovative financial solutions, is seeking a talented and experienced **Web Chat Manager** to join our team. This is a part-time remote position that requires a dedicated individual with a robust understanding of customer engagement and digital communication strategies.
The ideal candidate will have a proven track record of delivering exceptional customer service through web chat platforms while effectively managing a small team of chat agents and ensuring a seamless communication experience for our clients.
### Key Responsibilities:
- **Team Leadership:** Lead, motivate, and manage a team of web chat agents. Set clear performance expectations, conduct regular performance reviews, and provide ongoing feedback to enhance team performance.
- **Customer Engagement:** Monitor and manage incoming web chat inquiries, ensuring timely responses and resolutions to customer questions and concerns. Strive to enhance customer satisfaction through proactive engagement strategies.
- **Performance Analysis:** Track and analyze web chat metrics to identify trends, measure team performance, and develop strategies for continuous improvement. Generate reports on key performance indicators and present findings to management.
- **Process Improvement:** Collaborate with other departments to optimize chat responses, streamline workflows, and implement best practices in customer service.
Identify opportunities for process enhancements to increase efficiency and effectiveness.
- **Training & Development:** Create and implement training programs for new and existing chat agents. Ensure the team is well-equipped with the necessary knowledge and skills to deliver exceptional service.
- **Problem-Solving:** Address and resolve escalated customer issues and complaints effectively. Demonstrate resourcefulness in finding solutions that meet customer needs while aligning with company policies.
- **Collaboration:** Work closely with marketing, product development, and customer service teams to ensure a unified and consistent customer experience across all channels.
- **Technology Management:** Stay current with technology trends related to web chat and customer engagement platforms.
Collaborate with IT and relevant stakeholders to implement new tools and technologies that enhance service delivery.
### Key Requirements:
- **Education:** Bachelor's degree in Business, Communication, or a related field is preferred.
- **Experience:** A minimum of 5 years of experience in customer service management or a related role, with at least 2 years of experience in managing a web chat or similar customer engagement platform.
- **Traits:**
- Resilient: Capable of thriving in fast-paced environments and overcoming obstacles.
- Resourceful: Able to identify innovative solutions and leverage available resources effectively.
- **Soft Skills:**
- Cooperation: Strong ability to work collaboratively in a team environment and with various departments.
- Problem-Solving: Excellent analytical skills with a knack for identifying issues and generating creative solutions.
- **Technical Proficiency:** Familiarity with web chat software and customer relationship management (CRM) systems. Comfortable using data analytics tools to measure engagement effectiveness.
- **Communication Skills:** Exceptional written and verbal communication skills, with a keen ability to adapt tone and language to suit different customers.
### Benefits:
- Life insurance
- Disability insurance
- Free accommodation
### Working Environment:
Join a dynamic workplace that values teamwork, fosters innovation, and celebrates shared success. At Zip Co Limited,
we believe in creating an inclusive and collaborative environment where every employee's contributions are valued and rewarded.
### Application Deadline:
Please submit your application by **October 25, 2024**.
**Equal Opportunity Statement:**
Zip Co Limited 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, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
▶️ Web Chat Manager - Work From Home
🖊️ Zip Co
📍 Melbourne