Chat Support Manager

Job Description:

Sun Life is seeking a highly skilled and experienced Chat Support Manager to join our team in Montreal, Quebec. As a Chat Support Manager, you will be responsible for overseeing all aspects of our chat support operations, ensuring that our customers receive timely and efficient assistance.

Responsibilities: 1. Manage a team of chat support agents, providing guidance, training, and support to ensure excellent customer service. 2. Develop and implement chat support processes and procedures to optimize efficiency and customer satisfaction. 3. Monitor chat support interactions to ensure quality and accuracy, and provide feedback and coaching to agents as needed. 4. Analyze chat support data and metrics to identify trends, issues, and opportunities for improvement. 5. Collaborate with other departments, such as customer service and IT, to address customer inquiries and resolve technical issues. 6. Stay up-to-date on industry best practices and technology to continually improve chat support operations. 7. Handle escalated customer inquiries and concerns in a professional and timely manner.

Requirements: 1. Minimum of 7 years of experience in customer service, with at least 2 years in a chat support management role. 2. Proven track record of providing exceptional customer service and achieving high customer satisfaction scores. 3. Strong leadership and communication skills, with the ability to motivate and inspire a team. 4. Excellent problem-solving skills and the ability to think quickly on your feet. 5. Must be reliable and adaptable, with a strong work ethic and a willingness to learn. 6. Soft skills such as adaptability and innovation are essential in this role. 7. Bachelor's degree in a relevant field is preferred.

Benefits: 1. Free food provided during working hours. 2. Paid overtime for extra hours worked. 3. Joining bonus for new hires.

Working Environment: At Sun Life, we believe in fostering a culture of curiosity and questioning to drive innovation and growth. We encourage our employees to think outside the box and challenge the status quo to continuously improve our services.

Deadline to Apply: July 15, 2024

Equal Opportunity Statement: Sun Life is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, disability, religion, or sexual orientation.

How to apply:

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