Online Chat Support Manager

Job Description:

Masco is seeking a skilled and experienced Online Chat Support Manager to join our team in Canberra, Australian Capital Territory. As a Mid-to-Senior Level position, the successful candidate will have at least 8 years of relevant experience in online chat support management.

Responsibilities: - Manage a team of online chat support agents, providing leadership, guidance, and support to ensure high levels of customer satisfaction - Develop and implement strategies to optimize the online chat support process and improve efficiency - Monitor chat conversations for quality assurance and coach agents on best practices - Analyze chat data and trends to identify areas for improvement and implement solutions - Collaborate with cross-functional teams to ensure seamless integration of chat support with other customer service channels - Act as a point of escalation for complex customer issues and provide timely and effective resolution

Requirements: - Bachelor's degree in a related field - Proven experience in online chat support management - Excellent communication and interpersonal skills - Strong problem-solving abilities and attention to detail - Ability to work under pressure and meet deadlines - Resilient and dedicated personality traits - Demonstrated people management and leadership skills

Benefits: - Free accommodation - Parental leave - Visa sponsorship

Working Environment: At Masco, we value building strong relationships with colleagues, clients, and partners. The Online Chat Support Manager will play a crucial role in maintaining these relationships and ensuring a positive customer experience.

Equal Opportunity Statement: Masco is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.