Lead and manage a team of live chat agents, ensuring they are well-trained and equipped to handle customer inquiries effectively.
Monitor customer interactions to ensure that agents are providing a high-quality customer experience.
Develop strategies to improve customer satisfaction metrics, such as average response time, first contact resolution rate, and customer satisfaction scores.
Address customer concerns and complaints promptly and effectively.
Identify areas for improvement in the live chat process and implement changes to enhance efficiency and effectiveness.
Develop and implement standard operating procedures for live chat agents to ensure consistency and quality.
Foster a positive and supportive team culture that promotes collaboration and teamwork.
Identify training needs for team members and develop training programs to enhance their skills and knowledge.
2-3 years of experience in a Team leader role in customer service preferably within e-commerce industry – and ideally in live chat support.
Strong leadership skills and ability to motivate and inspire team members.
Strong understanding in customer service best practices, and key performance indicators (KPIs) relevant to the online retail environment.
Excellent communication, interpersonal, presentation, and problem-solving skills.
Strong analytical and data-driven decision-making skills.
Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.
Experience with multiple customer service software or CRM systems.
Basic knowledge of e-commerce platforms and processes is a plus.
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