Web Chat Manager

Job Description:

We are looking for a motivated and independent Web Chat Manager to join our team at Hilton in Doha, Qatar. As a mid-to-senior level position, you will be responsible for managing our web chat platform, overseeing a team of agents, and ensuring exceptional customer service.

Responsibilities: - Manage and oversee the web chat platform, ensuring timely responses to customer inquiries - Supervise a team of web chat agents, providing guidance and support as needed - Monitor chat conversations to ensure quality and accuracy of information provided - Develop and implement strategies to improve customer satisfaction and retention - Analyze data and performance metrics to identify areas for improvement - Collaborate with other departments to ensure consistent messaging and brand representation - Provide training and mentorship to agents to help them succeed in their roles - Make decisions on escalated customer issues and provide resolution as needed - Stay updated on industry trends and best practices in web chat management

Requirements: - Bachelor's degree in a related field - Minimum of 6 years of experience in customer service or web chat management - Motivated individual with strong leadership skills - Ability to work independently and make decisions under pressure - Excellent people management and communication skills - Strong decision-making abilities - Proven track record of driving customer satisfaction and retention - Experience with web chat platforms and customer relationship management systems

Benefits: - Training & professional development opportunities - Travel opportunities within the company - Company-provided equipment for remote work

Working Environment: At Hilton, we strive to cultivate leaders who foster inclusivity and mentorship within our team. We provide a supportive and collaborative work environment where everyone can thrive and grow professionally.

Equal Opportunity Statement: Hilton is an equal opportunity employer and value diversity in our workforce. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. All qualified candidates are encouraged to apply.

Deadline to apply: July 13, 2024

How to apply:

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