Live Chat Manager

Job Description:

We are seeking a talented Live Chat Manager to join our team at Principal Financial in Tauranga, Bay Of Plenty, NZ. This part-time position requires a candidate with at least 8 years of experience and a mid-to-senior level of seniority. The ideal candidate must be resilient, energetic, and possess excellent negotiation and persuasion skills.

Responsibilities: 1. Manage and supervise a team of live chat representatives. 2. Monitor and analyze chat interactions for quality assurance and to identify areas for improvement. 3. Develop and implement strategies to increase customer engagement and satisfaction through live chat. 4. Train new employees on chat software and customer service best practices. 5. Collaborate with other departments to ensure consistency in messaging and customer experience across all channels. 6. Handle escalated customer inquiries and provide solutions in a timely manner. 7. Stay updated on industry trends and best practices in live chat management. 8. Generate reports on chat performance and provide recommendations for improvement.

Requirements: 1. Bachelor's degree in a related field or equivalent experience. 2. Strong communication skills and the ability to multitask in a fast-paced environment. 3. Excellent problem-solving skills and attention to detail. 4. Proven track record of successfully managing a team. 5. Proficiency in chat software and customer service tools. 6. Ability to work independently and take initiative. 7. Experience in financial services or a related industry is preferred.

Benefits: 1. Company transportation. 2. Disability insurance. 3. Paid overtime.

Working Environment: At Principal Financial, we are committed to supporting our employees in their personal and professional development. We provide a positive and inclusive work environment where employees can thrive and grow in their careers.

Deadline to apply: 2024-07-15

Equal Opportunity Statement: Principal Financial is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected.

How to apply:

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