Web Chat Manager

Job Description:

Dream11 is looking for a dedicated and experienced Web Chat Manager to join our team in Kolkata, West Bengal. As a Web Chat Manager, you will be responsible for overseeing and managing all aspects of our web chat platform to ensure exceptional customer service and satisfaction.

Responsibilities: - Manage and supervise web chat agents to ensure timely and professional responses to customer inquiries - Monitor chat conversations to maintain quality control and provide feedback for continuous improvement - Develop and implement strategies to improve chat response time and customer satisfaction rates - Collaborate with other departments to address customer issues and provide solutions - Analyze chat data and trends to identify areas for improvement and implement best practices - Train and onboard new chat agents to ensure they are equipped to handle customer inquiries effectively - Provide regular reports and updates to management on chat performance metrics and trends - Stay up-to-date on industry trends and best practices related to web chat management

Requirements: - A minimum of 7 years of experience in web chat management or related field - Excellent communication skills and ability to work well under pressure - Strong organizational skills and attention to detail - Ability to multitask and prioritize tasks effectively - Hardworking and passionate about providing exceptional customer service - Persuasion and negotiation skills to handle difficult customer interactions - Experience with chat management software and systems - Bachelor's degree in a related field preferred

Benefits: - Travel and spending expenses covered by the company - Company transportation provided for commuting to and from work - Joining bonus for new employees - Opportunity to work in a creative and motivating environment that encourages innovation and success

Equal Opportunity Statement: Dream11 is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other protected status.

How to apply:

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