Job description:
Foot Locker is seeking a qualified Chat Support Manager to join our team in Philadelphia, Pennsylvania. As a mid-to-senior level position, we are looking for a candidate with at least 7 years of experience in a similar role. The ideal candidate will be energetic, dedicated, have strong problem-solving skills, and exhibit leadership qualities.
Responsibilities:1. Manage a team of chat support agents, ensuring exceptional customer service and accurate information is provided to all customers.2. Monitor chat support performance metrics and implement strategies to improve efficiency and customer satisfaction.3. Develop and implement training programs for chat support agents to ensure they are equipped with the necessary skills to handle customer inquiries.4. Collaborate with other departments to address customer issues and provide feedback for product and service improvements.5. Stay up-to-date on industry trends and competitors' chat support strategies to maintain a competitive edge.6. Handle escalated customer inquiries and provide timely resolutions to ensure customer satisfaction.7. Create and maintain documentation of chat support processes and procedures for training and reference purposes.8. Regularly review and update chat support scripts and responses to align with company policies and procedures.
Requirements:1. Bachelor's degree in a relevant field is preferred.2. At least 7 years of experience in a chat support management role.3. Excellent communication and interpersonal skills.4. Strong leadership abilities and the ability to motivate and inspire a team.5. Proficiency in chat support software and CRM systems.6. Ability to work in a fast-paced environment and handle multiple tasks simultaneously.7. Experience with performance monitoring and reporting.8. Ability to work independently and as part of a team.
Benefits:- Dental insurance- Profit sharing- Paid Time Off (PTO)
Working environment:At Foot Locker, we strive to pursue excellence in every endeavor, setting a high standard for achievement. Our team is dedicated to providing exceptional customer service and creating a positive working environment for all employees.
Deadline to apply: ********
Equal opportunity statement:Foot Locker is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
