Chat Support Manager - Remote Work

Job Description:

Zomato is seeking a talented Chat Support Manager to join our team on a part-time, remote basis. As a mid-to-senior level professional with at least 6 years of experience in a similar role, you will be responsible for managing and leading a team of chat support agents to deliver exceptional customer service.

Responsibilities: - Lead, coach, and motivate a team of chat support agents to achieve key performance indicators and deliver outstanding customer service - Monitor chat support metrics and identify areas for improvement to optimize efficiency and effectiveness - Develop and implement best practices for chat support operations, including communication guidelines, escalation procedures, and quality assurance protocols - Collaborate with cross-functional teams to address customer issues and provide timely resolutions - Analyze chat support data to identify trends and patterns, and make data-driven recommendations for continuous improvement - Handle escalated customer inquiries and complaints with professionalism and empathy - Conduct regular performance evaluations for chat support agents and provide constructive feedback for growth and development - Stay current on industry trends and best practices in chat support management

Requirements: - Minimum of 6 years of experience in chat support or customer service - Proven track record of managing a high-performing chat support team - Excellent communication skills, both written and verbal - Strong leadership and interpersonal skills - Ability to work well under pressure and in a fast-paced environment - Reliable and resilient personality traits - Soft skills in persuasion and negotiation - Bachelor's degree in a related field preferred

Benefits: - Vision insurance - Parental leave - Retirement plan

Working Environment: At Zomato, we strive to pursue excellence in every endeavor, setting a high standard for achievement. Our remote team values collaboration, innovation, and a commitment to delivering exceptional customer service.

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

Deadline to apply: 2024-05-08

Join us at Zomato and be a part of our dynamic team dedicated to revolutionizing the food industry through cutting-edge technology and exceptional customer service. Apply now!

How to apply:

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