Live Chat Manager

Job Description: We are looking for a dynamic and experienced Live Chat Manager to join our team at Hilton in Chennai, Tamil Nadu, IN. This part-time position is ideal for someone with a strong background in customer service and a passion for providing exceptional support to our guests.

Responsibilities: 1. Manage and oversee the live chat system, ensuring timely responses to customer inquiries and issues. 2. Train and mentor a team of live chat agents, providing guidance on best practices and customer service techniques. 3. Monitor chat conversations to ensure quality and consistency in responses, escalating any issues as needed. 4. Analyze chat data and metrics to identify trends and areas for improvement, implementing strategies to enhance customer satisfaction. 5. Collaborate with other departments to gather and share relevant information that may impact the live chat service. 6. Develop and implement procedures for handling complex customer inquiries and resolving escalated complaints. 7. Stay up-to-date on industry trends and best practices in live chat support, making recommendations for process improvements.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 8 years of experience in customer service or a related field. 3. Strong communication and interpersonal skills. 4. Energetic and resilient personality traits. 5. Emotional intelligence and project management skills. 6. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 7. Excellent problem-solving abilities and a customer-focused mindset.

Benefits: 1. Relocation allowance for qualified candidates. 2. Parental leave for new parents. 3. Employee discounts on Hilton properties worldwide.

Working Environment: At Hilton, we strive to pursue excellence in every endeavor, setting a high standard for achievement. Our team is dedicated to providing top-notch service to our guests and creating a positive work environment for all employees.

Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to diversity in the workplace. We encourage all qualified individuals to apply, regardless of race, gender, religion, or any other protected status.

How to apply:

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