Online Chat Support Manager

Job Description:

Eastman Chemical is seeking a highly experienced and motivated Online Chat Support Manager to join our team in Canberra, Australian Capital Territory. As the Online Chat Support Manager, you will be responsible for managing a team of online chat support agents and ensuring the highest level of customer service is provided to our clients.

Responsibilities:- Lead, train, and mentor a team of online chat support agents to ensure they provide exceptional customer service- Develop and implement strategies to improve the efficiency and effectiveness of the online chat support team- Monitor and analyze chat interactions to identify areas for improvement and implement solutions- Collaborate with other departments to ensure seamless communication and provide a unified customer experience- Handle escalated customer inquiries and ensure timely resolution- Develop and implement KPIs to monitor and track the team's performance- Stay up-to-date with industry trends and best practices in online chat support

Requirements:- Minimum of 8 years of experience in customer service, with at least 3 years in a supervisory or managerial role- Excellent communication and interpersonal skills- Ability to think critically and solve complex problems- Strong organizational and time management skills- Independent and reliable with the ability to work autonomously- Emotional intelligence and the ability to navigate difficult situations with grace- Innovative mindset with a passion for continuous improvement- Bachelor's degree in business administration or a related field is preferred

Benefits:- Medical coverage- Remote work flexibility- Free accommodation

Working Environment:At Eastman Chemical, we strive to cultivate a sense of ownership and responsibility at every level. We believe in empowering our employees to make a difference and contribute positively to the company's success.

Equal Opportunity Statement:Eastman Chemical is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We welcome applicants of all backgrounds and do not discriminate based on race, gender, religion, sexual orientation, or disability. All qualified candidates are encouraged to apply by the deadline of June 27, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.