Online Chat Support Manager

Job Description:

Mondelez International is seeking a dynamic and experienced Online Chat Support Manager to join our team in Lausanne, Switzerland. As a leading global food company, Mondelez International is committed to creating delicious moments of joy for our consumers. We are looking for a motivated individual who is passionate about providing exceptional customer service and managing online chat support operations.

Responsibilities: 1. Manage a team of online chat support agents to provide prompt and efficient customer service to our online customers. 2. Develop and implement strategies to optimize the online chat support process and enhance customer satisfaction. 3. Monitor chat conversations to ensure quality and accuracy of responses. 4. Analyze chat metrics and identify opportunities for improvement in chat response times and customer satisfaction ratings. 5. Train and onboard new chat support agents to ensure they have the necessary skills to provide excellent service. 6. Collaborate with other departments, such as marketing and IT, to ensure seamless integration of chat support into the overall customer experience. 7. Stay up-to-date on industry trends and best practices in online customer service to continuously improve our chat support operations. 8. Drive initiatives to increase online sales and conversions through chat support interactions. 9. Communicate regularly with senior management to provide updates on chat support performance and upcoming initiatives.

Requirements: 1. Bachelor's degree in a related field. 2. Minimum of 7 years of experience in online chat support or customer service management. 3. Strong leadership and communication skills. 4. Ability to work in a fast-paced environment and handle multiple priorities. 5. Driven and reliable personality traits. 6. Proficiency in research and strategic planning. 7. Equal Opportunity Statement:

Mondelez International is an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment.

If you are passionate about customer service and have the experience and skills required for this position, we encourage you to apply by the deadline of May 16, 2024. Join us in creating delicious moments of joy for our customers around the world!

How to apply:

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