• *Job Title:** Chat Support Manager – Remote Work
• *Company:** Apple
• *Location:** Denver, Colorado, US…
• *Job Type:** Part-Time
• *Seniority:** Mid-to-Senior Level
• *Years of Experience:** 8
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• *Job Description:**
Apple is seeking an experienced and dynamic Chat Support Manager to join our remote support team. This pivotal role will be responsible for overseeing our chat support operations, ensuring that our customers receive exceptional service and support through chat channels. The ideal candidate will demonstrate confidence, possess a strong work ethic, and lead by example, fostering a positive, productive, and communicative environment.
• *Key Responsibilities:**
1. **Team Management:**
– Lead, mentor, and inspire a team of chat support agents to maintain the highest standards of customer service.
– Conduct regular performance evaluations, providing constructive feedback and setting developmental goals for team members.
– Foster a team-centric culture that encourages collaboration and open communication.
2. **Strategic Oversight:**
– Develop and implement effective chat support strategies to enhance customer satisfaction and optimize operational efficiency.
– Monitor chat interaction quality and performance metrics, identifying trends and areas for improvement.
– Create and maintain knowledge base articles and FAQs to support agents and facilitate improved customer self-service.
3. **Customer Interaction:**
– Address complex customer inquiries and issues escalated from agents, utilizing strong negotiation and communication skills to reach satisfactory resolutions.
– Analyze customer feedback and chat interaction data to identify opportunities for service improvement and training needs.
4. **Collaboration and Reporting:**
– Collaborate with cross-functional teams, including Product, Marketing, and Technical Support, to align chat support initiatives with broader company goals.
– Prepare and present regular reports on chat support performance, customer feedback, and operational opportunities to senior management.
5. **Training and Development:**
– Design and implement training programs for new and existing agents on chat best practices and issue resolution techniques.
– Stay current with industry trends and emerging technologies to continuously enhance the chat experience for customers.
• *Requirements:**
– **Experience:**
– A minimum of 8 years of experience in customer service, with at least 3 years in a managerial or supervisory role focused on chat support.
– Proven track record of successfully managing customer service teams, especially within a technology or consumer electronics environment.
– **Education:**
– Bachelor’s degree in Business Administration, Communication, or a related field is preferred.
– **Skills:**
– Exceptional negotiation and communication skills, with the ability to convey complex information simply and effectively.
– Strong analytical skills, with a data-driven mindset to assess performance metrics and implement actionable changes.
– **Personality Traits:**
– Confident decision-maker who can inspire and motivate a team.
– Hardworking and dedicated, with a passion for delivering outstanding customer experiences.
– **Additional Requirements:**
– Proficiency in chat support software and customer relationship management (CRM) tools.
– Strong computer skills and familiarity with general customer service technologies.
– Ability to work flexible hours, including evenings and weekends, as needed.
• *Benefits:**
– Free accommodation during employment.
– Paid sick leave.
– Free food provided for all staff.
• *Working Environment:**
Apple promotes an inclusive culture, fostering transparency and open dialogue that encourages effective communication across all levels of the organization.
• *Deadline to Apply:** September 19, 2024
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• *Equal Opportunity Statement:**
Apple 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, sex, national origin, disability, or any other characteristic protected by law.
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
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