Remote Live Chat Manager

Job Description:

As the Remote Live Chat Manager at F-Secure, you will be responsible for overseeing and managing our live chat support team, ensuring that they provide top-notch customer service and technical support to our clients. This role involves supervising a team of remote agents, setting performance targets, monitoring quality of service, and implementing strategies to improve efficiency and customer satisfaction.

Responsibilities: 1. Manage and lead a team of remote live chat agents, ensuring they meet performance targets and provide exceptional customer service. 2. Monitor live chat interactions to ensure quality and accuracy of responses. 3. Develop and implement policies and procedures for the live chat support team. 4. Train new team members on product knowledge, customer service skills, and chat etiquette. 5. Analyze data and metrics to identify trends, issues, and opportunities for improvement. 6. Collaborate with other departments to address customer issues and improve overall customer experience. 7. Stay up-to-date on industry trends and best practices in live chat support.

Requirements: 1. Bachelor's degree in a related field or equivalent work experience. 2. At least 8 years of experience in customer service or technical support, with a minimum of 5 years in a supervisory role. 3. Strong leadership skills and the ability to motivate and inspire a remote team. 4. Excellent communication skills, both written and verbal. 5. Proven track record of meeting and exceeding performance targets. 6. Dedication to providing exceptional customer service and technical support. 7. Resourceful problem-solving skills and attention to detail. 8. Strong decision-making abilities and the ability to work well under pressure.

Benefits: - Life insurance - Travel & spending expenses - Relocation allowance

Equal Opportunity Statement: F-Secure is an equal opportunity employer and is committed to providing a diverse, inclusive, and supportive work environment for all employees. We celebrate diversity and are dedicated to creating a workplace where all individuals are respected and valued for their unique contributions.

How to apply:

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