**Job Title:** Online Web Chat Manager
**Company:** Kelly Services
**Location:** Perth, Western Australia, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Experience Required:** 7+ Years
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### **Job Description:**
Kelly Services is seeking an experienced and highly motivated Online Web Chat Manager to join our dynamic team in Perth, Western Australia. The ideal candidate will possess a wealth of experience in managing online customer engagement, creating seamless chat experiences, and providing strategic insights to enhance service delivery. This role demands a creative approach to problem-solving and an unwavering commitment to customer satisfaction.
### **Key Responsibilities:**
- **Manage Chat Operations:**
- Oversee the day-to-day operations of the online chat team, ensuring an efficient and effective response to customer inquiries.
- Develop and implement chat strategies that enhance customer interaction and satisfaction.
- Monitor chat volume, efficiency metrics, and team performance, making recommendations for improvements.
- **Team Leadership:**
- Recruit, train, and mentor chat agents, fostering an environment of growth, innovation, and teamwork.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Create and deliver training sessions to enhance team skills, including negotiation and conflict resolution.
- **Customer Experience Enhancement:**
- Utilize analytics tools to assess chat interactions and customer feedback, identifying trends and areas for improvement.
- Collaborate with other departments to ensure consistent brand messaging and alignment with overall business goals.
- Develop scripts and FAQs to enhance agent responses and improve customer satisfaction rates.
- **Reporting and Insights:**
- Prepare regular reports on chat performance, customer feedback, and team productivity for upper management.
- Provide actionable insights and strategic recommendations to optimize the chat experience and drive customer loyalty.
- **Innovation and Adaptation:**
- Stay up-to-date with industry trends and best practices in online customer engagement.
- Act as an advocate for using technology to improve customer service experiences, introducing new tools and techniques as necessary.
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### **Requirements:**
- **Educational Background:**
- Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- **Experience:**
- Minimum of 7 years of experience in customer service, with at least 3 years in a managerial or supervisory role focused on online engagement.
- **Technical Skills:**
- Proficiency in chat software and customer relationship management (CRM) systems.
- Strong analytical skills, with the ability to interpret data and translate it into actionable strategies.
- **Personality Traits:**
- Highly motivated and hardworking with a passion for customer service and team success.
- Creative thinker, capable of developing innovative solutions to enhance customer engagement.
- **Soft Skills:**
- Exceptional negotiation skills, with the ability to handle challenging conversations and resolve conflicts.
- Adaptability and flexibility in managing changing workloads and shifting priorities within a fast-paced environment.
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### **Benefits:**
- **Free Accommodation:** Enjoy complimentary housing as part of your employment.
- **Disability Insurance:** Comprehensive coverage to ensure peace of mind and protection for you and your family.
- **Joining Bonus:** A financial incentive upon joining our team to welcome you aboard.
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### **Working Environment:**
At Kelly Services, we believe in unleashing creativity in a setting that celebrates and nurtures innovation. You will be part of a collaborative and inspiring workplace where your ideas are valued, and continuous improvement is encouraged.
**Deadline to apply:** October 21, 2024
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### **Equal Opportunity Statement:**
Kelly Services 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, gender, gender identity, sexual orientation, national origin, disability, or veteran status.
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If you are a driven professional eager to lead a team and elevate online customer interactions, we encourage you to apply and take the next step in your career with Kelly Services.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
