Web Chat Manager

Job Description:

Looklet, a leading fashion technology company based in Malmö, SE, is seeking a skilled Web Chat Manager to join our team on a full-time basis. As a Mid-to-Senior level professional with at least 8 years of experience in the field, you will play a crucial role in managing and overseeing our web chat operations to ensure exceptional customer service and satisfaction.

Responsibilities: - Manage and supervise a team of web chat agents to ensure timely and accurate responses to customer inquiries. - Develop and implement strategies to optimize web chat performance, including response time, resolution rate, and customer satisfaction. - Monitor and analyze web chat metrics to identify trends, areas for improvement, and opportunities for efficiency. - Collaborate with other teams, such as Customer Support and IT, to address technical issues, escalate complex cases, and coordinate problem resolution. - Train and onboard new web chat agents, providing guidance and support to help them succeed in their roles. - Stay up-to-date on industry trends, best practices, and emerging technologies to continuously improve the web chat experience for customers.

Requirements: - 8+ years of experience in web chat management or a related field. - Proven track record of effectively leading and developing a team of web chat agents. - Strong communication and interpersonal skills, with the ability to negotiate and resolve conflicts. - Confidence in decision-making and problem-solving, with the adaptability to handle changing priorities and challenges. - Bachelor's degree in a relevant field (preferred). - Familiarity with web chat software and customer relationship management systems. - Knowledge of customer service principles and practices.

Personality Traits: - Confidence: Able to make decisions and lead with authority. - Adaptability: Comfortable adjusting to changing circumstances and priorities.

Soft Skills: - Negotiation: Capable of resolving conflicts and reaching mutually beneficial solutions. - Adaptability: Willing to learn and grow in a dynamic work environment.

Benefits: - Relocation allowance for qualified candidates. - Visa sponsorship for international applicants. - Parental leave for eligible employees.

Working Environment: At Looklet, we are dedicated to understanding and exceeding customer expectations. Our team is committed to delivering top-notch service and innovation in the fashion technology industry.

Equal Opportunity Statement: Looklet is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, religion, or any other characteristic protected by law.

Deadline to apply: 2024-07-01

If you meet the requirements and are ready to take on this exciting opportunity as a Web Chat Manager at Looklet, we encourage you to apply before the deadline. Join us in revolutionizing the fashion technology industry and delivering exceptional customer service through web chat operations.

How to apply:

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