Job description:
We are seeking an experienced Online Live Chat Manager to join our team at Dana Holding in Columbus, Ohio. As a Mid-to-Senior Level Online Live Chat Manager, you will be responsible for managing and overseeing our online live chat operations to ensure a seamless and positive customer experience.
Responsibilities:- Manage and oversee the daily operations of the online live chat platform- Develop and implement strategies to improve customer engagement and satisfaction- Monitor chat conversations and provide guidance and support to chat agents- Analyze chat data and trends to identify opportunities for improvement- Collaborate with cross-functional teams to optimize chat performance and service quality- Ensure chat agents are properly trained and equipped to handle customer inquiries effectively- Handle escalated customer issues and provide resolutions in a timely manner- Develop and implement chat performance metrics and KPIs to track and measure success- Stay up-to-date on industry trends and best practices in live chat management
Requirements:- 8 years of experience in customer service or online chat management- Excellent communication skills, both written and verbal- Strong leadership and team management skills- Adaptable and able to thrive in a fast-paced environment- Dedication to providing exceptional customer service- Critical thinking and problem-solving abilities- Negotiation skills to resolve customer issues effectively- Proficient in chat platforms and CRM software
Benefits:- Profit sharing opportunities- Travel and spending expenses covered- Training and professional development opportunities- Positive and collaborative working environment that prioritizes quality in all aspects of work, products, and services
Equal Opportunity Statement:Dana Holding is an equal opportunity employer and is committed to fostering an inclusive and diverse workplace. We welcome and encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or veteran status.
Deadline to apply: June 12, 2024
If you meet the requirements and are ready to take on this challenging role, apply now to join our dynamic team at Dana Holding in Columbus, Ohio.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
