Web Chat Manager

Job Description:

As a Web Chat Manager at Hilton in Johor Bahru, Johor, MY, you will be responsible for managing all aspects of the web chat platform for the company. You will lead a team of chat agents, oversee the chat operations, and ensure high levels of customer satisfaction. This part-time position is ideal for someone with mid-to-senior level experience in web chat management and a passion for delivering exceptional customer service.

Responsibilities: 1. Develop and implement chat strategies to improve customer satisfaction and drive sales. 2. Train and mentor chat agents to ensure they provide accurate and timely responses to customer inquiries. 3. Monitor chat performance metrics and make data-driven decisions to optimize chat operations. 4. Collaborate with other departments to streamline communication processes and improve efficiency. 5. Stay up-to-date with industry trends and best practices in web chat management. 6. Handle escalated customer inquiries and provide solutions in a timely manner. 7. Conduct regular performance reviews and provide feedback to chat agents to drive improvement. 8. Drive continuous improvement through feedback and analysis of chat interactions.

Requirements: 1. 8 years of experience in web chat management or a similar role. 2. Strong leadership skills and the ability to motivate and inspire a team. 3. Passionate about delivering exceptional customer service and exceeding customer expectations. 4. Excellent written and verbal communication skills. 5. Proven ability to work effectively in a team and collaborate with colleagues worldwide. 6. Strong research skills to stay informed about industry trends and best practices. 7. Availability to work part-time hours, including evenings and weekends.

Benefits: - Life insurance - Disability insurance - Free accommodation

Working Environment: At Hilton, we foster a collaborative working environment where you will have the opportunity to work with colleagues from around the world. We believe in creating a global village mentality where everyone feels valued and supported.

Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that our diversity makes us stronger. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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