Remote Web Chat Manager

Job Description:

As a Remote Web Chat Manager at Kellogg, you will be responsible for managing the web chat team to ensure exceptional customer service and support. You will oversee a team of chat agents, assigning tasks, monitoring performance, and providing guidance and support as needed. This role requires excellent communication skills, as you will be liaising with various departments to address customer inquiries, concerns, and feedback.

Responsibilities: - Manage a team of web chat agents to deliver exceptional customer service - Monitor chat performance metrics and provide feedback for continuous improvement - Develop and implement chat response templates and guidelines - Collaborate with other departments to address customer inquiries and resolve issues promptly - Train new chat agents on company policies, products, and procedures - Ensure that chat agents follow company guidelines and maintain professionalism at all times - Handle escalated customer inquiries and complaints efficiently - Prepare and present reports on chat team performance to senior management

Requirements: - Bachelor's degree in a related field - Minimum of 8 years of experience in customer service or online support - Experience managing a team of chat agents is a plus - Strong communication and interpersonal skills - Excellent problem-solving abilities - Ability to multitask and prioritize in a fast-paced environment - Proficiency in web chat software and customer relationship management tools - Reliable and resilient personality traits - Strong planning and time management skills

Benefits: - Paid overtime - Dental insurance - Paid sick leave

Working Environment: At Kellogg, you will be part of a high-energy workplace focused on delivering impactful results. We value teamwork, innovation, and a customer-first approach. Join us in our mission to provide exceptional customer service and support.

Equal Opportunity Statement: Kellogg is an equal opportunity employer and is committed to diversity in the workplace. We celebrate individual differences and are dedicated to creating an inclusive environment for all employees.

How to apply:

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