Job Description:
We are seeking a dynamic and experienced Online Live Chat Manager to join our team at NetApp in Phoenix, Arizona. The ideal candidate will have at least 8 years of experience in online customer service and live chat management. This is a full-time position at a mid-to-senior level, requiring someone who is resilient, energetic, analytical, and cooperative.
Responsibilities:- Manage a team of online chat representatives, ensuring they provide exceptional customer service and meet performance targets- Develop and implement strategies to optimize the online chat experience for customers- Monitor chat transcripts and provide feedback to representatives for continuous improvement- Collaborate with other departments to resolve customer issues and improve overall customer experience- Analyze chat data to identify trends, areas for improvement, and opportunities for growth- Stay up-to-date on industry trends and best practices in online customer service and live chat management- Handle escalated customer inquiries and complaints with professionalism and empathy- Uphold NetApp's standards for customer service excellence and brand reputation
Requirements:- Bachelor's degree in a related field (or equivalent experience)- Minimum of 8 years of experience in online customer service and live chat management- Proven track record of success in a managerial role- Excellent communication skills, both written and verbal- Strong analytical skills and attention to detail- Ability to work well under pressure and adapt to changing priorities- Experience with customer service software and CRM systems- Knowledge of online chat platforms and tools- Comfortable working in a fast-paced environment
Benefits:- Joining Bonus- Paid sick leave- Company equipment- Health and wellness initiatives to prioritize employee well-being
Equal Opportunity Statement:NetApp is an equal opportunity employer and is committed to diversity in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
