Remote Chat Support Manager

Job Description:

Illinois Tool Works (ITW) is seeking a Remote Chat Support Manager to join our team in Abu Dhabi. As a part-time position with a mid-to-senior level of seniority, the successful candidate will be responsible for managing our remote chat support team to provide excellent customer service and support.

Responsibilities: - Oversee and manage a team of remote chat support agents, providing guidance, coaching, and training as needed - Monitor chat interactions to ensure quality customer service and adherence to company policies and procedures - Analyze chat data and metrics to identify trends, patterns, and areas for improvement - Develop and implement strategies to enhance the efficiency and effectiveness of the chat support team - Collaborate with other departments to address customer inquiries and issues in a timely and efficient manner - Stay up-to-date on product knowledge and company policies to provide accurate information to customers - Handle escalated customer issues and complaints with professionalism and empathy - Maintain a positive and supportive working environment for the chat support team - Foster transparency and open dialogue for effective communication at all levels

Requirements: - Bachelor's degree in Business Administration, Communications, or a related field - Minimum of 6 years of experience in customer service or chat support - Proven experience in managing a remote team - Strong leadership and communication skills - Resourceful and resilient personality traits - Attention to detail and cooperation as soft skills - Proficiency in Microsoft Office and chat support software - Ability to work independently and handle multiple tasks simultaneously - Excellent problem-solving skills

Benefits: - Dental insurance - Paid overtime - Life insurance

Equal Opportunity Statement: Illinois Tool Works is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, gender, age, disability, or any other protected characteristic.

Deadline to apply: 2024-05-06

If you meet the requirements and are interested in this exciting opportunity to join our team as a Remote Chat Support Manager, please submit your application today. We look forward to hearing from you!

How to apply:

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