Job Description:
As a Live Chat Manager at ZipMatch, you will be responsible for overseeing our live chat support team and ensuring that exceptional customer service is provided to our clients. This position is remote, allowing you to work from home in Manila, NCR, Philippines, on a full-time basis. The ideal candidate for this role will have a minimum of 8 years of experience in customer service or a related field, with a mid-to-senior level of seniority.
Responsibilities:1. Manage and lead a team of live chat agents, guiding them to deliver high-quality customer service and achieve performance targets.2. Monitor live chat conversations to ensure that all customer inquiries are dealt with efficiently and effectively.3. Develop and implement strategies to improve the overall live chat experience for customers, including training programs and quality assurance measures.4. Analyze data and metrics related to live chat performance to identify trends and areas for improvement.5. Collaborate with other teams, such as customer service and sales, to ensure seamless communication and a unified customer experience.6. Stay up-to-date on industry trends and best practices in live chat support, implementing new technologies and tools as needed.7. Handle escalated customer issues and provide resolution in a timely manner.8. Manage schedules and workload allocation for the live chat team to ensure coverage during peak times.
Requirements:1. 8 years of experience in customer service or a related field.2. Proven experience in managing a team of customer service agents, preferably in a remote work environment.3. Excellent communication skills, both written and verbal.4. Strong leadership abilities and the ability to motivate and inspire a team.5. Dedication and motivation to drive continuous improvement in the live chat support function.6. Innovative thinking and strategic planning skills to enhance the customer experience.7. Ability to work independently and prioritize tasks effectively.8. Proficiency in using live chat software and CRM systems.9. Bachelor's degree in a related field is preferred.
Benefits:1. Disability insurance2. Medical coverage3. Gym membership
Working Environment:At ZipMatch, we believe in aligning work with a greater purpose, contributing to a meaningful mission of providing exceptional customer service and support to our clients. We foster a collaborative and inclusive work environment where employees are empowered to make a positive impact.
Equal Opportunity Statement:ZipMatch is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, marital status, or any other protected status. All qualified applicants will receive consideration for employment.
Deadline to Apply: May 24, 2024How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
