Online Web Chat Manager

Job Description:

HappyOrNot is seeking a highly skilled and experienced Online Web Chat Manager to join our team in Vantaa, Finland. As the Online Web Chat Manager, you will be responsible for overseeing our online customer support chat platform and ensuring that our customers receive timely and efficient assistance. This role requires a deep understanding of online customer service best practices and a strong ability to lead a team of chat agents.

Responsibilities: - Manage and oversee the day-to-day operations of the online chat platform, including monitoring chat queues, assigning chats to agents, and ensuring prompt and accurate responses to customer inquiries - Develop and implement strategies to improve the efficiency and effectiveness of the online chat platform, including optimizing chat routing algorithms and implementing chatbot technology - Train and mentor chat agents to ensure they have the necessary skills and knowledge to provide excellent customer service through the chat platform - Monitor chat transcripts and provide feedback to chat agents to help them improve their performance and adherence to company standards - Collaborate with other departments, such as customer service and IT, to address technical issues and escalate customer concerns as needed - Analyze chat data and customer feedback to identify trends and opportunities for improvement in the online chat platform

Requirements: - Bachelor's degree in a relevant field or equivalent work experience - 6+ years of experience in online customer service or chat management - Strong leadership skills with the ability to motivate and inspire a team of chat agents - Independent and passionate individual who is committed to providing exceptional customer service - Attention to detail and the ability to uphold high standards of quality in chat interactions - Excellent communication skills and the ability to work effectively in a fast-paced environment - Proficiency in chat platform management tools and technologies - Experience with data analysis and reporting tools is a plus

Benefits: - Medical coverage - Life insurance - Visa sponsorship

Working Environment: At HappyOrNot, we value excellence in everything we do and strive to set a high standard for achievement. Our team is dedicated to providing the best possible service to our customers and working together to drive the success of our company.

Equal Opportunity Statement: HappyOrNot is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. All qualified applicants will receive consideration for employment.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.