Job Description: Web Chat Manager - Remote Work
L'azurde Company for Jewelry is currently seeking a dedicated and passionate individual to join our team as a Web Chat Manager. This position offers the flexibility of remote work, allowing you to work from the comfort of your own home. As a leading jewelry company based in Medina, SA, L'azurde specializes in creating exquisite jewelry pieces that captivate our customers worldwide.
Responsibilities:
- Manage and supervise a team of web chat agents, ensuring high-quality customer service is provided at all times.
- Develop and implement strategies to optimize web chat operations, including streamlining processes and improving efficiency.
- Monitor and evaluate chat interactions to identify areas for improvement and provide timely feedback and coaching to team members.
- Collaborate with cross-functional teams, such as Marketing and IT, to ensure seamless integration and alignment of web chat operations with overall business goals.
Analyze and report on web chat performance metrics, such as response time, customer satisfaction, and first-contact resolution, to drive continuous improvement.
- Stay updated with industry trends and best practices in web chat management, identifying opportunities to enhance customer experience and increase customer loyalty.
- Manage escalation of complex customer inquiries and issues, ensuring prompt resolution and customer satisfaction.
- Represent the voice of the customer in internal meetings and discussions, advocating for customer-centric solutions and improvements.
- Participate in the recruitment and training of new web chat agents, ensuring they are equipped with the necessary knowledge and skills to deliver exceptional service.
Requirements:
- A minimum of 6 years of experience in customer service or web chat management.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Proven experience in project management and the ability to successfully manage multiple priorities and meet deadlines.
- Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers and team members.
- Knowledge of web chat platforms and tools, and the ability to troubleshoot technical issues.
- Proficiency in data analysis and reporting, with the ability to derive actionable insights from performance metrics.
- A dedicated and passionate individual who takes pride in delivering exceptional customer service.
- Ability to work independently and remotely, with a strong sense of ownership and accountability.
- Experience in the jewelry or luxury goods industry is a plus.
Benefits:
- Relocation allowance for eligible candidates.
- Vision insurance to support your eye health and wellness.
- Paid overtime for additional hours worked.
Working Environment:
At L'azurde, we believe in empowering our employees to take ownership and make impactful decisions. As a Web Chat Manager, you will be given the autonomy and support to shape and optimize web chat operations, contributing to the overall success of the organization.
Equal Opportunity Statement:
L'azurde Company for Jewelry is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national origin, age, disability, marital status, sexual orientation, or any other protected status.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
Original job Web Chat Manager - Remote Work posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs 
