Live Chat Manager

Job Description:

Energy Transfer Equity is seeking a part-time Live Chat Manager to join our team in Hamilton, Waikato, NZ. The successful candidate will have at least 8 years of experience in a similar role and will operate at a mid-to-senior level. The Live Chat Manager will be responsible for managing our online chat platform, overseeing a team of chat agents, and ensuring that customer inquiries are handled efficiently and effectively.

Responsibilities: - Manage and supervise a team of chat agents, providing guidance and support as needed - Monitor and analyze chat conversations to identify areas for improvement and implement strategies to enhance the customer experience - Develop and implement chat protocols and guidelines to ensure consistent and high-quality service delivery - Collaborate with other departments, such as marketing and customer service, to provide a seamless and integrated chat experience - Train new chat agents on best practices and ensure that all team members are up to date on product knowledge and company policies - Handle escalated customer inquiries and issues, demonstrating a high level of professionalism and empathy - Implement performance metrics and reporting mechanisms to track chat efficiency and customer satisfaction - Stay up to date on industry trends and developments in live chat technology and best practices

Requirements: - 8+ years of experience in a live chat management role - Confident and independent personality traits - Strong cooperation and emotional intelligence skills - Excellent communication and interpersonal skills - Ability to work autonomously and collaborate effectively with team members - Proven track record of driving improvements in chat operations and customer satisfaction - Proficiency in chat management tools and software - Experience in training and mentoring chat agents - Bachelor's degree in a related field (preferred)

Benefits: - Employee discounts - Free food - Disability insurance

Working Environment: At Energy Transfer Equity, we strive to build strong connections and treat our colleagues like an extended family. We believe in creating a supportive and inclusive work environment where everyone can thrive and succeed.

Equal Opportunity Statement: Energy Transfer Equity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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