Experienced Online Live Chat Manager – Customer Service and Technology Leadership

At arenaflex, we're committed to pioneering change in the travel industry and setting benchmarks for customer service, innovation, and community engagement. As a leading airline, we pride ourselves on creating an inclusive environment where every team member is valued. We're now looking for a motivated and resilient Online Live Chat Manager to join our team and help us drive customer satisfaction through exceptional online support.

About arenaflex

arenaflex is a dynamic and fast-paced organization that values innovation, customer service, and community engagement. We're passionate about creating an inclusive environment where every team member can thrive and grow. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences through our online live chat support operations.

Job Summary

The Online Live Chat Manager will oversee and manage all aspects of our live chat support operations, ensuring our customers receive timely, accurate, and effective support via online chat platforms. This individual will work closely with cross-functional teams to optimize the chat experience and drive customer satisfaction. As a part-time role, this position is ideal for someone with a passion for customer service and technology who thrives in a dynamic and fast-paced environment.

Responsibilities

-

Team Management:

Supervise and mentor a team of online chat agents, providing guidance, training, and support to ensure high-performance standards. -

Performance Monitoring:

Track and analyze key performance indicators (KPIs) related to live chat interactions, including response time, resolution rate, and customer satisfaction scores. -

Customer Interaction:

Engage directly with customers through live chat to resolve inquiries, provide information about flight schedules, policies, and services, while embodying the arenaflex brand values. -

Process Improvement:

Evaluate existing processes for live chat support and identify areas for improvement. Implement innovative practices to enhance customer experience and agent efficiency. -

Technology Utilization:

Collaborate with the IT department to optimize the live chat platform and ensure seamless operation. Stay informed about new technologies that can improve customer service. -

Training & Development:

Develop training materials and conduct ongoing training sessions to improve team performance and service quality. -

Feedback Mechanism:

Create a system to gather customer feedback during chat interactions to identify trends and areas for enhancement. -

Cross-Department Collaboration:

Work closely with other departments such as Marketing, Operations, and Customer Relations to ensure alignment and address broader customer service challenges. -

Reporting:

Prepare and present monthly reports on chat operations, including metrics on team performance, customer satisfaction, and suggested improvements. -

Crisis Management:

Handle escalated customer inquiries and complaints efficiently, maintaining professionalism and empathy during challenging interactions.

Requirements

-

Experience:

Minimum of 7 years of experience in customer service, with a focus on online support channels. Proven experience in a managerial or leadership role, preferably in live chat operations or customer service management. -

Education:

Bachelor's degree in Business Administration, Communication, or a related field is preferred. -

Skills:

• Exceptional verbal and written communication skills.

• Strong technical aptitude with experience in live chat software and customer relationship management (CRM) systems.
• Proficient in data analysis and performance metrics reporting.
• Strong problem-solving skills, with the ability to think critically and act decisively in challenging situations.

-

Personality Traits:

• Resilient with the ability to thrive in a fast-paced environment.

• Highly motivated and self-driven, with a proactive approach to challenges.

-

Soft Skills:

• Meticulous attention to detail, ensuring accuracy in all customer interactions and reporting.

• Innovative mindset, looking for new ideas and solutions to enhance service delivery.

Benefits

- Life insurance - Gym membership - Dental insurance

Working Environment

Join arenaflex and be part of a company that pioneers change and sets industry benchmarks. We offer a collaborative and dynamic environment that encourages innovation and professional growth.

Application Deadline

Please submit your application by October 10, 2024.

Equal Opportunity Employer Statement

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.

How to Apply

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