Web Chat Manager

Job Description:

Etsy Ireland is seeking a Web Chat Manager to join our team in Galway, Connacht, IE. As a Mid-to-Senior Level professional with at least 8 years of experience, you will be responsible for managing our web chat operations and leading a team of chat representatives to deliver exceptional customer service.

Responsibilities: 1. Oversee and optimize the web chat platform to ensure seamless communication between customers and representatives. 2. Develop chat scripts and guidelines to maintain a consistent brand voice and provide accurate information to customers. 3. Monitor chat interactions to evaluate performance and identify areas for improvement. 4. Train and mentor chat representatives to enhance their communication and critical thinking skills. 5. Work closely with the customer service and IT teams to troubleshoot technical issues and streamline chat processes. 6. Analyze chat data and customer feedback to identify trends and propose solutions to enhance the overall customer experience. 7. Stay updated on industry trends and best practices in web chat management to continually improve operations.

Requirements: 1. 8+ years of experience in web chat management or customer service. 2. Strong leadership skills with the ability to motivate and develop a team. 3. Excellent communication skills with a focus on clear and concise messaging. 4. Critical thinking and problem-solving abilities to address complex customer inquiries. 5. Adaptable and resilient personality traits to thrive in a fast-paced and dynamic environment.

Benefits: 1. Life insurance coverage for all employees. 2. Company transportation options for easy commuting. 3. Relocation allowance for eligible candidates.

Working Environment: At Etsy Ireland, we cultivate leaders who foster inclusivity and mentorship. Our team is dedicated to creating a supportive and collaborative work environment where everyone can thrive and grow professionally.

Deadline to Apply: Apply by May 13, 2024.

Equal Opportunity Statement: Etsy Ireland is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or any other characteristic protected by law. All qualified candidates are encouraged to apply.

How to apply:

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