Chat Support Manager

Job Description:

We are seeking a hardworking and dedicated Chat Support Manager to join our team at Omnicom Group in Vancouver, British Columbia, CA. As a Chat Support Manager, you will be responsible for leading a team of chat support agents to provide exceptional customer service and support to our clients.

Responsibilities: 1. Manage and oversee a team of chat support agents, including hiring, training, and performance management. 2. Monitor chat support interactions to ensure quality and consistency. 3. Develop and implement chat support policies and procedures to improve efficiency and customer satisfaction. 4. Collaborate with other departments to address customer issues and escalations. 5. Track and analyze key performance metrics to identify areas for improvement. 6. Stay up-to-date on industry trends and best practices in chat support. 7. Set goals and objectives for the chat support team and work towards achieving them. 8. Provide regular performance feedback and coaching to chat support agents. 9. Handle escalated customer inquiries and complaints. 10. Develop and implement training programs to enhance the skills and capabilities of the chat support team.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 6 years of experience in customer service, with at least 2 years in a supervisory or managerial role. 3. Strong project management skills and the ability to multitask and prioritize tasks effectively. 4. Excellent communication and interpersonal skills. 5. Ability to persuade and influence others to achieve desired outcomes. 6. Proficiency in chat support software and tools. 7. Experience working in a fast-paced and dynamic environment. 8. Ability to work independently and as part of a team. 9. Strong problem-solving skills and a customer-centric mindset. 10. Ability to work well under pressure and meet tight deadlines.

Benefits: 1. Disability insurance 2. Paid overtime 3. Company transportation

Working Environment: At Omnicom Group, we believe in injecting a sense of joy and vibrancy into the work environment. Our team is passionate about delivering exceptional customer service and creating positive experiences for our clients.

Equal Opportunity Statement: Omnicom Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

Deadline to apply: June 23, 2024

If you meet the requirements for this position and are excited about the opportunity to lead a dynamic chat support team, we encourage you to apply. We look forward to welcoming you to our team at Omnicom Group.

How to apply:

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