Live Chat Manager

Job Description:

W.R. Berkley is seeking a dynamic and experienced Live Chat Manager to join our team in London, England. As a mid-to-senior level position, the Live Chat Manager will be responsible for overseeing the live chat operations of our company, ensuring high-quality customer service and driving business growth through online interactions.

Responsibilities: 1. Manage a team of live chat agents, providing guidance, training, and support to ensure exceptional customer service delivery. 2. Develop and implement chat strategies to increase customer engagement, satisfaction, and conversion rates. 3. Monitor chat performance metrics and KPIs, optimizing processes and workflows for maximum efficiency and effectiveness. 4. Collaborate with cross-functional teams to improve chat technology, systems, and integrations. 5. Stay up-to-date on industry trends and best practices in live chat customer service. 6. Handle escalated customer inquiries and issues, resolving them in a timely and professional manner. 7. Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement. 8. Drive innovation and problem-solving within the live chat team to enhance the customer experience.

Requirements: 1. 7 years of experience in a customer service or live chat management role. 2. Adaptable and driven personality traits. 3. Strong soft skills in innovation and problem-solving. 4. Excellent communication and interpersonal skills. 5. Ability to work effectively in a fast-paced environment with a high level of autonomy. 6. Proven track record of driving results and meeting targets. 7. Experience with chat platforms and CRM systems. 8. Bachelor's degree in business, marketing, or a related field.

Benefits: 1. Relocation allowance for candidates outside of London. 2. Paid overtime opportunities. 3. Free accommodation for part-time employees.

Working Environment: At W.R. Berkley, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value creativity, initiative, and teamwork, and provide our employees with the support and resources they need to succeed.

Deadline to Apply: July 13, 2024

Equal Opportunity Statement: W.R. Berkley 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. All qualified applicants will receive consideration for employment without regard to any of these factors.

How to apply:

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