Live Chat Manager

Job description:

Old Mutual is seeking a dynamic and experienced Live Chat Manager to join our team in Pretoria, Gauteng. As a leader in the financial services industry, Old Mutual is dedicated to providing exceptional customer service and innovative solutions to our clients. The Live Chat Manager will play a crucial role in managing our live chat services to ensure a seamless and efficient customer experience.

Responsibilities: - Manage a team of live chat agents, including hiring, training, and performance evaluation - Develop and implement strategies to improve customer service and satisfaction through the live chat channel - Monitor chat conversations to ensure quality and accuracy - Collaborate with other departments to address customer inquiries and concerns - Analyze chat metrics and reports to make data-driven decisions for improvements - Stay up to date on industry trends and best practices in live chat management

Requirements: - Bachelor's degree in Business, Marketing, or related field - Minimum of 5 years of experience in customer service or live chat management - Strong communication skills and the ability to work well in a team environment - Excellent organizational and time management skills - Hardworking and adaptable with a commitment to excellence - Knowledge of customer service principles and practices - Proficiency in Microsoft Office Suite and CRM systems

Personality traits required: Hardworking: The Live Chat Manager should be dedicated and diligent in their approach to managing live chat services. Adaptable: The ability to quickly adjust to changes in the work environment and industry trends is essential for success in this role.

Soft skills required: Communication: Clear and effective communication with team members and customers is crucial for the success of live chat services. Cooperation: Working collaboratively with other departments to address customer inquiries and concerns is vital for a seamless customer experience.

Benefits: - Travel and spending expenses - Dental insurance - Paid sick leave

Working environment: At Old Mutual, we strive to pursue excellence in every endeavor, setting a high standard for achievement. The Live Chat Manager will be an integral part of a team that is dedicated to providing exceptional customer service and staying at the forefront of innovation in the industry.

Equal opportunity statement: Old Mutual 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 can thrive and succeed.

Deadline to apply: 2024-05-31

We look forward to receiving your application and welcoming you to the Old Mutual team!

How to apply:

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