Web Chat Manager

As the Web Chat Manager at Al Gosaibi Bros., located in Jeddah, SA, you will be responsible for overseeing and managing the company's web chat operations. This role requires a high level of experience and expertise in customer service, as well as strong leadership skills to effectively manage a team of web chat agents.

Responsibilities: 1. Develop and implement strategies to optimize web chat operations and improve customer satisfaction. 2. Monitor and analyze web chat interactions to identify trends and areas for improvement. 3. Train and coach web chat agents to ensure excellent customer service and efficient resolution of customer inquiries. 4. Collaborate with other departments, such as Marketing and IT, to ensure alignment of web chat operations with overall business goals. 5. Stay current with industry trends and best practices in web chat technology and customer service. 6. Handle escalated customer inquiries and complaints, providing timely and effective resolutions. 7. Manage performance metrics and KPIs to track the effectiveness of web chat operations and identify areas for improvement. 8. Lead special projects related to web chat operations, such as implementing new technologies or processes.

Requirements: 1. Bachelor's degree in a related field (e.g. Business Administration, Communication) or equivalent experience. 2. Minimum of 8 years of experience in customer service, with at least 3 years specifically in web chat operations. 3. Strong leadership and communication skills, with the ability to motivate and inspire a team. 4. Dedication to providing excellent customer service and adapting to changing customer needs. 5. Problem-solving skills and creativity to find innovative solutions to customer inquiries. 6. Experience with web chat software and CRM systems. 7. Proficiency in Microsoft Office Suite and other relevant software applications.

Personality Traits: 1. Dedicated to achieving excellence in customer service and web chat operations. 2. Adaptable to changing priorities and able to work effectively in a fast-paced environment.

Soft Skills: 1. Strong problem-solving skills to effectively address customer inquiries and challenges. 2. Creativity to develop innovative solutions to improve web chat operations.

Benefits: 1. Training and professional development opportunities to enhance skills and knowledge. 2. Retirement plan to support long-term financial security. 3. Gym membership to promote health and well-being.

Working Environment: At Al Gosaibi Bros., we encourage a spirit of exploration and taking calculated risks for growth. We believe in fostering a culture of innovation and continuous improvement.

Deadline to Apply: June 27, 2024

Equal Opportunity Statement: Al Gosaibi Bros. is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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