Web Chat Manager - Remote Work

Job Description:

We are looking for a dedicated and resilient Web Chat Manager to join our team at IBM. This is a part-time remote position based in San Jose, California. As an Associate Level Web Chat Manager, you will be responsible for managing our web chat platform and ensuring a seamless and positive online customer experience.

Responsibilities: - Manage and oversee the company's web chat platform, including responding to customer inquiries, resolving issues, and escalating as necessary - Ensure timely and accurate responses to all customer inquiries and provide exceptional customer service - Analyze web chat data and metrics to identify trends and areas for improvement - Collaborate with cross-functional teams to ensure consistency in messaging and brand voice across all web chat interactions - Train and onboard new team members on web chat best practices and processes - Identify opportunities for automation and optimization of the web chat platform - Monitor performance of web chat agents and provide coaching and feedback as needed

Requirements: - Bachelor's degree in a related field - Minimum of 5 years experience in a customer service or web chat management role - Strong communication skills and ability to work in a fast-paced environment - Experience with web chat platforms and CRM systems - Ability to work well in a team and manage people effectively - Proficient in Microsoft Office suite and other relevant software - Demonstrated problem-solving skills and ability to think creatively

Personality Traits: - Dedicated: You are committed to providing the best possible customer experience through web chat - Resilient: You can handle high-pressure situations and remain calm under stress

Soft Skills: - Teamwork: You work well with others and can collaborate effectively with cross-functional teams - People Management: You have experience managing and coaching a team of customer service representatives

Benefits: - Disability insurance - Paid Time Off (PTO) - Free food

Working Environment: At IBM, we support our employees in their personal and professional development. We provide opportunities for growth and encourage a culture of continuous learning and improvement.

Equal Opportunity Statement: IBM 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.