Remote Live Chat Manager

As the Remote Live Chat Manager at Exxaro Resources in Johannesburg, Gauteng, ZA, you will be responsible for overseeing our live chat customer support team and ensuring the highest level of service to our customers. This part-time role is ideal for someone with mid-to-senior level experience in a similar position, with at least 6 years of experience in customer service or related fields.

Responsibilities: 1. Manage a team of remote live chat agents, providing guidance, support, and training as needed. 2. Monitor live chat conversations to ensure quality and efficiency in customer interactions. 3. Develop and implement strategies to improve the customer support experience through live chat. 4. Collaborate with other departments, such as IT and Marketing, to ensure seamless communication and support for customers. 5. Analyze live chat data and metrics to identify trends and areas for improvement. 6. Handle escalated customer issues and provide resolutions in a timely manner. 7. Create reports and presentations on live chat performance for management review.

Requirements: 1. Independent and resourceful personality traits to thrive in a remote work environment. 2. Strong planning and presentation skills to effectively manage a remote team. 3. Excellent communication skills, both written and verbal, to interact with customers and team members. 4. Proficiency in live chat software and customer service platforms. 5. Ability to multitask and prioritize in a fast-paced environment. 6. Experience in customer service or related fields, with a minimum of 6 years of experience. 7. Bachelor's degree in a relevant field preferred.

Benefits: 1. Company-provided equipment for remote work. 2. Profit sharing opportunities based on team performance. 3. Life insurance coverage for employees.

Working Environment: At Exxaro Resources, we prioritize understanding and empathy in all interactions. As a Remote Live Chat Manager, you will embody these values in every conversation with customers and team members.

Deadline to Apply: Please submit your application by June 23, 2024.

Equal Opportunity Statement: Exxaro Resources is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. We value diversity and inclusion in our workforce.

How to apply:

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