To oversee and elevate the customer experience (CX) delivered through our webchat support channels with a strong leadership skill, a passion for driving customer satisfaction, and a deep understanding of webchat processes.
KeyResponsibilities
Ensure the delivery of sales targets, service level agreements, quality, and productivity indicators.
Lead and mentor a team of webchat agents to provide exceptional customer experiences in every interaction.
Develop and implement processes to enhance customer experience (CX) through webchat channels, focusing on efficiency, effectiveness, and personalized service.
Collaborate with cross-functional teams, including IT, Operations, and Training, to optimize webchat processes and systems to meet customer needs and expectations.
Monitor webchat conversations in real-time to identify improvement opportunities and provide timely feedback and coaching to agents.
Analyze webchat performance metrics, such as response time and first contact resolution, to identify trends and areas for improvement.
Implement quality assurance measures to ensure consistency and accuracy in webchat interactions, adhering to company policies and standards.
Stay updated on industry best practices and emerging trends in webchat support and customer experience management, and proactively integrate them into team operations.
Handle escalated customer issues and complaints with empathy and problem-solving skills to resolve issues and restore customer confidence.
Foster a culture of continuous improvement within the webchat team, encouraging innovation and creativity to enhance the customer experience.
Prepare and present regular reports on webchat performance, highlighting achievements, challenges, and actionable insights to management.
