Chat Support Manager

Job Description: As a Chat Support Manager at XPO Logistics in Auckland, NZ, you will be responsible for overseeing and managing the chat support team to ensure timely and efficient responses to customer queries and concerns. You will lead a team of chat support representatives, providing guidance, training, and support to help them excel in their roles. This position requires a high level of customer service skills, problem-solving abilities, and strong communication skills.

Responsibilities: - Develop and implement chat support strategies to improve customer satisfaction and efficiency - Train and mentor chat support representatives to ensure they are well-equipped to handle customer inquiries - Monitor chat support performance metrics and provide feedback to team members for continuous improvement - Resolve escalated customer issues in a timely and professional manner - Collaborate with other departments to address customer concerns and improve overall customer experience - Stay up-to-date on industry trends and best practices in chat support management - Conduct regular performance reviews and provide ongoing support and feedback to the team - Maintain a positive and inclusive working environment for the team

Requirements: - Bachelor's degree in Business Administration or related field preferred - Minimum of 8 years of experience in customer service or chat support roles - Proven experience managing a team in a fast-paced environment - Excellent communication and interpersonal skills - Strong problem-solving abilities and attention to detail - Ability to work independently and collaborate with cross-functional teams - Resilient and hardworking attitude - Presentation and cooperation skills - Ability to adapt to changing priorities and handle multiple tasks simultaneously

Benefits: - Employee discounts on company products and services - Disability insurance coverage - Company-provided equipment for work-from-home flexibility

Working Environment: At XPO Logistics, we are committed to paving the way for diversity and inclusivity, creating a culture of belonging where every employee feels valued and respected. Our goal is to foster a supportive and collaborative environment where all team members can thrive and reach their full potential.

Equal Opportunity Statement: XPO Logistics is an equal opportunity employer and welcomes applicants from all backgrounds. We do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.

How to apply:

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