Live Chat Manager - Remote Work

Job Description:

Hilton is seeking a qualified Live Chat Manager to join our team on a part-time basis, working remotely from Ibadan, Nigeria. As a Mid-to-Senior Level professional with at least 8 years of experience in customer service or hospitality, you will be responsible for managing our live chat platform to ensure exceptional customer service and satisfaction.

Responsibilities: - Oversee the daily operations of the live chat platform, including monitoring chat traffic, assigning chats to team members, and ensuring timely responses to customer inquiries. - Train and mentor team members to provide efficient and effective chat support, including resolving customer issues, answering questions, and promoting products and services. - Develop and implement strategies to improve response times, customer satisfaction, and overall performance of the live chat team. - Analyze chat data and customer feedback to identify trends, opportunities for improvement, and potential training needs. - Collaborate with cross-functional teams to ensure consistency in messaging and alignment with company goals and values. - Stay up-to-date on industry trends and best practices in live chat management to continuously improve our customer service offerings.

Requirements: - 8+ years of experience in customer service or hospitality, with a focus on live chat management. - Resourceful and energetic personality traits, with a strong ability to multitask and prioritize in a fast-paced environment. - Strong critical thinking skills and adaptability to quickly respond to changing customer needs and market conditions. - Excellent communication skills, both written and verbal, with a high level of professionalism and empathy. - Proficiency in using live chat software, CRM systems, and other customer service tools. - Bachelor's degree in a related field is preferred.

Benefits: - Paid overtime opportunities for exceeding performance goals. - Medical coverage for employees and their families. - Free accommodation during travel for business meetings or training sessions.

Working Environment: As a Live Chat Manager at Hilton, you will work in a dynamic and data-driven environment where you will leverage data to inform decisions and drive strategic initiatives. We value innovation, collaboration, and continuous improvement to ensure our team provides the best possible customer service experience.

Deadline to Apply: Please submit your application by May 17, 2024. Only qualified candidates will be contacted for further consideration.

Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate diversity and are dedicated to providing an environment where all employees feel valued, respected, and empowered to reach their full potential.

How to apply:

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