Online Chat Support Manager

Job Description:

SunTrust Banks is seeking a highly experienced Online Chat Support Manager to join our team in Hamilton, Waikato, NZ. As a Mid-to-Senior Level position, the Online Chat Support Manager will be responsible for leading and managing the online chat support team to provide exceptional customer service through online chat platforms.

Responsibilities: 1. Lead and manage the online chat support team to ensure high-quality customer service and timely resolution of customer inquiries. 2. Develop and implement strategies to improve online chat support efficiency and overall customer satisfaction. 3. Monitor chat interactions to identify areas of improvement, provide coaching and feedback to team members, and implement training programs as needed. 4. Analyze chat support metrics and identify trends to optimize performance and drive continuous improvement. 5. Collaborate with cross-functional teams to ensure seamless communication and alignment on customer service initiatives. 6. Stay up-to-date on industry trends and best practices in online chat support to drive innovation and stay ahead of the competition. 7. Handle escalations and resolve high-priority customer issues in a timely and effective manner. 8. Build strong relationships with colleagues, clients, and partners to foster a positive and collaborative working environment.

Requirements: 1. 8+ years of experience in customer service, with at least 3 years in a leadership role managing online chat support teams. 2. Strong communication and interpersonal skills, with the ability to effectively lead and motivate a team. 3. Driven and reliable personality traits, with a strong attention to detail and a focus on providing top-notch customer service. 4. Proven leadership skills, with the ability to inspire and empower team members to achieve their full potential. 5. Proven track record of achieving and exceeding KPIs and customer satisfaction targets. 6. Ability to work in a fast-paced environment and make quick and informed decisions under pressure. 7. Visa sponsorship available for qualified candidates. 8. Retirement plan benefits included. 9. Equal opportunity employer.

Benefits: - Generous joining bonus for qualified candidates - Visa sponsorship available - Retirement plan benefits

If you are a dynamic and experienced Online Chat Support Manager with a passion for customer service and leadership, we invite you to apply for this exciting opportunity at SunTrust Banks. Deadline to apply is May 1, 2024.

How to apply:

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