Seeking an experienced Manager to oversee live chat operations, enhance customer experience, and lead a team within a global logistics and distribution company. Candidates should have 3-5 years of experience in customer service operations, including at least 2 years in live chat or digital support.
Manage and oversee live chat operations to meet customer satisfaction goals.
Develop and implement strategies to enhance live chat efficiency and effectiveness.
Monitor team performance and provide guidance to ensure optimal customer service delivery.
Analyze live chat data to identify trends and areas for improvement.
Collaborate with other departments to ensure seamless customer experiences.
Train and support team members to maintain high service standards.
Handle escalated customer queries and complaints through the live chat platform.
Prepare and present performance reports to senior management.
Requirements:
3-5 years of experience in service delivery and/or customer service operations, including at least 2 years in live chat or digital customer support.
Strong ability to analyze data and implement strategies to improve customer satisfaction.
Excellent leadership and team management skills.
Proficiency in live chat software and related customer service tools.
Strong communication and problem-solving abilities.
None
Temporary (1-year contract with 1-month completion gratuity)
Complete your application on the company's website