Remote Chat Support Manager

Job description:

As a Remote Chat Support Manager at Gilead Sciences, you will be responsible for overseeing the chat support team and ensuring exceptional customer service to our clients. This part-time position in Wellington, New Zealand, is at the Associate Level and requires at least 5 years of experience in a similar role.

Responsibilities: 1. Manage a team of remote chat support representatives, providing guidance and support as needed. 2. Monitor chat support performance metrics and implement strategies to improve customer satisfaction and response times. 3. Resolve escalated customer issues and ensure timely resolution of complaints or concerns. 4. Develop and maintain chat support processes and procedures to streamline workflow and ensure efficiency. 5. Collaborate with other departments to address customer needs and improve overall satisfaction. 6. Train new chat support team members on company policies, procedures, and best practices. 7. Utilize chat support software and tools to track and analyze trends, identify areas for improvement, and implement solutions. 8. Maintain open communication with upper management to report on team performance and provide regular updates on progress.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in chat support management or a similar customer service role. 3. Reliable and independent work ethic with the ability to multitask and prioritize tasks effectively. 4. Excellent communication and negotiation skills to interact with customers and team members. 5. Proficiency in chat support software and other relevant tools. 6. Strong problem-solving skills and a proactive approach to resolving customer issues. 7. Ability to work in a fast-paced environment and adapt to changing priorities. 8. Flexibility to work irregular hours as needed.

Benefits: 1. Dental insurance 2. Medical coverage 3. Joining bonus

Working environment: At Gilead Sciences, we pride ourselves on fostering a dynamic workplace that values teamwork, innovation, and shared success. Our employees are encouraged to collaborate, innovate, and grow within the company.

Equal opportunity statement: Gilead Sciences is an equal opportunity employer and is committed to creating a diverse and inclusive workplace for all employees. We do not discriminate on the basis of race, gender, religion, sexual orientation, or any other protected characteristic. All qualified applicants will receive consideration for employment.

Deadline to apply: 2024-05-08

Join us at Gilead Sciences and be part of a team that is dedicated to making a difference in the lives of our customers. Apply now to become our next Remote Chat Support Manager in Wellington, New Zealand.

How to apply:

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