Remote Chat Support Manager

Job Description:

As the Remote Chat Support Manager at Southwest Airlines, you will be responsible for overseeing a team of remote chat support agents who provide excellent customer service through online chat platforms. Your primary duty will be to ensure that all customer inquiries are handled in a timely and efficient manner, while maintaining a high level of customer satisfaction. You will be expected to monitor chat conversations to provide coaching and guidance to agents, as well as develop and implement strategies to improve team performance.

Responsibilities: - Manage a team of remote chat support agents, including hiring, training, and performance evaluations - Monitor chat conversations to ensure quality customer service and provide feedback to agents - Develop and implement strategies to improve team performance and efficiency - Collaborate with other departments to address customer concerns and improve processes - Analyze chat data to identify trends and make recommendations for improvement - Maintain a positive and supportive work environment for remote team members

Requirements: - Bachelor's degree in a related field or equivalent work experience - Minimum of 6 years of experience in customer service or chat support - Excellent communication skills, both written and verbal - Strong organizational and time management skills - Ability to work independently and handle multiple tasks simultaneously - Dedicated and confident personality traits - Emotional intelligence and creativity as soft skills

Benefits: - Retirement plan - Remote work flexibility - Paid overtime

Working Environment: At Southwest Airlines, we are committed to environmental responsibility and sustainable practices. We believe in reducing our carbon footprint and preserving the planet for future generations. As a remote chat support manager, you will have the opportunity to work in a company that values sustainability and environmental stewardship.

Equal Opportunity Statement: Southwest Airlines is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. 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.