Web Chat Manager

Job Description:

We are seeking a confident and driven Web Chat Manager to join our team at Dow Chemical in Wellington, NZ. As a Mid-to-Senior Level professional with at least 6 years of experience in a similar role, you will be responsible for managing our web chat platform to ensure exceptional customer service and support.

Responsibilities: 1. Oversee the daily operations of the web chat platform, including monitoring chat queues, assigning chats to agents, and ensuring timely responses. 2. Develop and implement strategies to improve the efficiency and effectiveness of our web chat system. 3. Train and coach chat agents to optimize their performance and provide exceptional customer service. 4. Analyze chat data and metrics to identify trends and areas for improvement. 5. Collaborate with cross-functional teams to integrate web chat into overall customer support strategies. 6. Maintain a high level of customer satisfaction by resolving escalated issues and complaints. 7. Stay up-to-date on industry best practices and technology advancements in web chat management.

Requirements: 1. Bachelor's degree in a related field or equivalent work experience. 2. Proven experience in managing web chat platforms and teams. 3. Strong people management and persuasion skills. 4. Excellent communication and interpersonal abilities. 5. Ability to thrive in a fast-paced environment and handle multiple priorities. 6. Knowledge of CRM systems and analytics tools. 7. Proficiency in Microsoft Office Suite and web chat software.

Benefits: - Life insurance - Gym membership - Travel & spending expenses

Working Environment: At Dow Chemical, we foster transparency and open dialogue for effective communication at all levels. We believe in a collaborative and inclusive work environment where all employees are encouraged to contribute their ideas and perspectives.

Deadline to Apply: June 1, 2024

Equal Opportunity Statement: Dow Chemical is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

How to apply:

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