Live Chat Manager

Job Description:

Hilton is seeking a dynamic Live Chat Manager to join our team in Lagos, NG. As a Mid-to-Senior Level professional with at least 6 years of experience in a relevant field, you will be responsible for managing our live chat platform, ensuring exceptional customer service, and driving conversion rates.

Responsibilities: 1. Lead a team of live chat agents, providing guidance and support to ensure a high level of customer satisfaction. 2. Monitor and analyze chat interactions to identify areas of improvement and develop strategies to enhance the customer experience. 3. Implement innovative solutions to streamline processes and increase efficiency in the live chat platform. 4. Work closely with cross-functional teams, including Marketing and Sales, to optimize chat performance and drive conversions. 5. Develop and implement training programs for live chat agents to improve their skills and knowledge of Hilton products and services. 6. Stay up-to-date on industry trends and best practices in live chat management to stay ahead of the competition. 7. Collaborate with IT teams to troubleshoot any technical issues that may arise with the live chat platform.

Requirements: 1. 6+ years of experience in a customer service or contact center role, with a focus on live chat management. 2. Strong leadership skills with the ability to motivate and inspire a team. 3. Adaptable and dedicated personality traits. 4. Strong soft skills in innovation and planning. 5. Excellent communication and interpersonal skills. 6. Proven track record of driving results and meeting KPIs. 7. Bachelor's degree in Business, Marketing, or a related field. 8. Proficiency in live chat software and CRM systems.

Benefits: - Company transportation - Employee discounts - Gym membership

Working Environment: At Hilton, we believe in fostering a culture that embraces change and responds resiliently to challenges. As a Live Chat Manager, you will have the opportunity to thrive in a dynamic and supportive work environment.

Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to creating an inclusive workplace that values diversity and promotes a culture of equity and respect for all employees. We welcome applications from qualified individuals of all backgrounds.

How to apply:

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