Web Chat Manager - Remote Work

Job Description:

Mosaic is seeking a qualified Web Chat Manager to join our team on a part-time, remote basis. As a Web Chat Manager, you will be responsible for overseeing and managing all aspects of the web chat system to ensure a seamless and positive customer experience. This role requires a high level of experience in customer service, as well as exceptional communication skills and a proactive approach to problem-solving.

Responsibilities: - Monitor and manage web chat system to ensure prompt and efficient responses to customer inquiries - Train and supervise a team of web chat customer service representatives - Develop and implement chat scripts, guidelines, and protocols for customer interactions - Analyze chat data and feedback to identify areas for improvement and implement solutions - Collaborate with other departments to ensure consistency in messaging and customer service standards - Stay current on industry trends and best practices for web chat customer service - Handle escalated customer issues with professionalism and empathy - Maintain accurate records of customer interactions and feedback

Requirements: - 8+ years of experience in customer service, with at least 2 years in a supervisory or managerial role - Strong communication skills, both written and verbal - Proven ability to think strategically and problem-solve under pressure - Resourceful and hardworking with a positive attitude - Excellent planning and organizational skills - High emotional intelligence and ability to empathize with customers - Proficiency in web chat software and CRM systems - Bachelor's degree in business, communications, or related field preferred

Benefits: - Company transportation for in-person meetings or trainings - Relocation allowance for eligible candidates - Training and professional development opportunities to enhance skills and knowledge - Opportunity to build strong relationships with colleagues, clients, and partners in a supportive and inclusive working environment

Equal Opportunity Statement: Mosaic 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 feel valued and respected.

How to apply:

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