Remote Web Chat Manager

Job Description:

We are looking for a skilled Remote Web Chat Manager to join our team at Macquarie Group in Melbourne, Victoria, AU. As a mid-to-senior level professional with at least 6 years of experience in a similar role, you will be responsible for managing our web chat platform and leading a team of chat operators to provide exceptional customer service to our clients.

Responsibilities: 1. Manage and oversee the day-to-day operations of our web chat platform, ensuring timely and accurate responses to customer inquiries. 2. Develop and implement strategies to improve chat engagement, efficiency, and customer satisfaction. 3. Monitor chat conversations to ensure quality and compliance with company policies and guidelines. 4. Train, mentor, and coach chat operators to enhance their performance and customer service skills. 5. Analyze chat data and performance metrics to identify trends, opportunities for improvement, and best practices. 6. Collaborate with cross-functional teams to integrate web chat into our overall customer service strategy. 7. Stay up-to-date on industry trends and best practices in web chat management and customer service.

Requirements: 1. Bachelor's degree in a related field or equivalent work experience. 2. Proven track record of managing web chat platforms and teams in a fast-paced environment. 3. Strong communication and interpersonal skills. 4. Ability to work independently and drive initiatives forward. 5. Creative problem-solving skills with a focus on continuous improvement. 6. Experience working in a global team environment is a plus.

Personality Traits: Independent, Driven Soft Skills: Creativity, Communication

Benefits: 1. Dental insurance 2. Joining Bonus 3. Paid overtime

Working Environment: Join a diverse and inclusive team at Macquarie Group where you will collaborate with colleagues worldwide, fostering a global village mentality. Our supportive and dynamic work environment will provide you with opportunities for personal and professional growth.

Deadline to Apply: July 1, 2024

Equal Opportunity Statement: Macquarie Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. We value diversity and inclusion in our workplace and encourage all qualified individuals to apply for this position.

How to apply:

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