Web Chat Manager - Work from home

Job Description:

Sasfin Bank is seeking a highly motivated and passionate Web Chat Manager to join our team on a part-time basis. This position will allow you to work from the comfort of your own home, providing you with remote work flexibility and the opportunity to excel in a dynamic and innovative working environment.

Responsibilities: 1. Manage a team of web chat representatives to ensure that customer inquiries are addressed in a timely and efficient manner. 2. Monitor chat queues and assign incoming chats to agents based on workload and expertise. 3. Train new chat agents on company policies, procedures, and best practices for delivering exceptional customer service. 4. Analyze chat transcripts to identify trends, areas for improvement, and opportunities for enhanced customer satisfaction. 5. Develop and implement strategies to optimize chat performance, increase efficiency, and drive customer engagement. 6. Collaborate with cross-functional teams to align web chat initiatives with overall business objectives. 7. Stay up-to-date on industry trends and best practices for web chat support.

Requirements: 1. Bachelor's degree in a related field preferred. 2. Minimum of 8 years of experience in a customer service role, with at least 3 years in a supervisory or managerial capacity. 3. Proven experience with web chat technology and platforms. 4. Strong decision-making and negotiation skills. 5. Excellent communication and interpersonal abilities. 6. Ability to work independently and as part of a team. 7. Detail-oriented and organized with the ability to multitask and prioritize.

Personality Traits: - Motivated - Passionate

Soft Skills: - Decision-making - Negotiation

Benefits: - Employee discounts - Remote work flexibility - Dental insurance

Working Environment: At Sasfin Bank, we encourage calculated risk-taking to drive innovation and progress. Our team is dedicated to pushing boundaries, challenging the status quo, and delivering exceptional service to our customers.

Equal Opportunity Statement: Sasfin Bank is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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